Customer Information Centre Incharge
Posted date [11-Feb-2024]
(ID: 1638798)
Job description
To manage the team of call Center / Customer Information Center Executives. To develop / modify / adapt process flow for the incoming calls to the service center, design mechanism for its distribution to the various departments, ensure that the CIC team is able to 100 % register all incoming service complaints / inquiries, generate Job Orders for all the calls, distribute Job Orders to respective service managers in the same day, ensure log of all job orders.To manage and ensure training of all CIC executives covering but not limited to communication skills, technical product information, complaint resolution on phone, handling and assuaging irate customers, handling service software, opening and closing calls on system, handling segregating repeat complaints wtc.To maintain and manage system of “Happy Calls” to customer. To sustain / modify / change “ Happy Call Questionnaire”. Ensure minimum number of Happy Calls every day.
Qualifications
MBA / Graduates with exp in customer care with special focus on Customers query/complaint resolution, Customer behavior, Customer Retention.
Responsible to sensitize the employees to the needs of the customer, to be the spokesperson between the customer & Company & vice-versa, to strategies & improve the service levels, to provide feedback & information when needed, be able to generate and analyze MIS pertaining to daily operations.
The candidate should be able to manage and handle a team of call center / front desk executives.
Preferred candidate will be equally comfortable in speaking in Arabic and English.
To manage the team of call Center / Customer Information Center Executives. To develop / modify / adapt process flow for the incoming calls to the service center, design mechanism for its distribution to the various departments, ensure that the CIC team is able to 100 % register all incoming service complaints / inquiries, generate Job Orders for all the calls, distribute Job Orders to respective service managers in the same day, ensure log of all job orders.To manage and ensure training of all CIC executives covering but not limited to communication skills, technical product information, complaint resolution on phone, handling and assuaging irate customers, handling service software, opening and closing calls on system, handling segregating repeat complaints wtc.To maintain and manage system of “Happy Calls” to customer. To sustain / modify / change “ Happy Call Questionnaire”. Ensure minimum number of Happy Calls every day.
Qualifications
MBA / Graduates with exp in customer care with special focus on Customers query/complaint resolution, Customer behavior, Customer Retention.
Responsible to sensitize the employees to the needs of the customer, to be the spokesperson between the customer & Company & vice-versa, to strategies & improve the service levels, to provide feedback & information when needed, be able to generate and analyze MIS pertaining to daily operations.
The candidate should be able to manage and handle a team of call center / front desk executives.
Preferred candidate will be equally comfortable in speaking in Arabic and English.
