Customer Service Representative- English Agents

UDrive - Dubai
Full-time

Please apply only if you are flexible to work in Night Shifts.

Key Responsibilities and Duties:

  • Receiving and placing calls (Inbound/Outbound) to address customer needs, complaints, or other issues related to the service.
  • Responding to all tickets received through chats, calls, emails, in person, social media etc based on the SLA set.
  • Responding efficiently and accurately to customers, providing possible solutions, and ensuring that customers feel supported and valued.
  • Follow communication procedures, guidelines and policies and suggest improvement to team leaders.
  • Act as a point of contact between field staff and customer to assist customers in emergency situations
  • Document all call information according to standard operating procedures

Resolutions and escalations

  • Take ownership of customers issues and follow problems through to resolution
  • Escalating queries and concerns via immediate report to the supervisor/manager including any critical system/app failures.
  • Prioritize and organizes task properly with handling of distractions in a professional manner.
  • Must be Keen to learn new market technology and a general know how of mobility industry
  • Proactive outreach and ability to promote B2B product offerings
  • Providing feedback to the team leader to help outline customer journey, user flows, features, bugs, etc)
  • Coordination with operations team including Operations Executive, driver’s, team lead etc for better service on time to the Customers
  • Co-ordinating with operations and finance and other relevant departments to find appropriate solutions to customer queries.
  • Assist customers on any channel assigned by the team leader or supervisor.


Qualifications:

  • Diploma or University Degree in Business, Communications, and Marketing discipline
  • Experience in the mobility/Transportation industry/ e-commerce, healthcare, F&B
  • 2 years of Call center or customer service experience is a MUST
  • Arabic would be a huge plus
  • Tech Savvy (Basic system and software knowhow, Helpdesk ticketing system, reporting system, CRM system)

Soft Skills

  • Solid Sales, negotiation Skills
  • Innovative mindset and high EQ
  • Grit and a can-do attitude
  • Analytical and Critical Thinking ability
  • Must have attention to detail and proactive approach to support.
  • Should be able to work in Morning, Evening & Night on rotational basis
  • Should be able to work in a cross-functional environment and connect the dots.
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