CUSTOMER SERVICE EXECUTIVE- Day & Night shift- (Usual shift 3 weeks day & 1 week nights)
The Customer Service Executive is an essential role for effective customer communication, scheduling technicians and the effective day to day running of the company:-
- APPLICANTS MUST HAVE PREVIOUS EXPERIENCE WITH THE BUSINESS PROCESS OUTSOURCING INDUSTRY (BPO), PREFERABLY WITH AN INTERNATIONAL BRAND
- APPLICANTS WHO ALSO HAVE LOCAL / REGIONAL CUSTOMER SERVICE EXPERIENCE WILL HAVE A DISTINCT ADVANTAGE
THE COMPANY
Open since 2008, we are a market leading maintenance company with a strong reputation in the industry. Specialising in the areas of air conditioning, plumbing, electrical & handyman services, to date we have undertaken over 250,000 jobs for over 60,000 customers.
CUSTOMER SERVICE
· Be the 1st point of customer contact for all forms of customer communication- Phones, email, WhatsApp, social media & website responses
· Listen & understand customers maintenance requirements & book schedules for the correct technician
SCHEDULE
· Accurately dispatch the field service technicians to the relevant customer enquiries
· Serve as primary point of contact for customers & technicians and liaise with them throughout the day or night (i.e. Cancellations, rescheduled jobs, new jobs, etc.)
· Send task details to technicians via SMS & WhatsApp
SYSTEM
· Coordinate and maintain access for residential communities & buildings
· Keep customer account updated with access specific notes & comments
· Investigate and report customer history and tasks for problematic jobs
· Scheduling using MS Dynamics & maintaining its accuracy
COMPETANCIES
1. Planning and organising – ability to prioritise workload accordingly and use initiative
2. Specialist knowledge- understands technical aspects of work and maintains technical knowledge.
3. Problem solving and analysis - displays critical thinking, analyses issues and breaks them down into their component parts with a logical and methodical approach
4. Oral communication – speaks clearly, fluently and in an effective manner
5. Written communication- writes in a clear and concise manner, using appropriate grammar, style and language
6. Interpersonal/Cultural sensitivity – interacts with others in a sensitive and effective way
7. Resilience and Patience – maintains effective work behavior and patience in the face of setbacks or pressure
8. Attention to detail and accuracy – maintains attention to detail under pressure
SALARY PACKAGE
· 4,000 dhs basic salary for 5 days, 45 hours a week
· 150% overtime for additional hours
· 200% overtime for anti-social nightshift hours (10pm to 4pm)- Roughly 400 dhs extra for 1 week of night shift
· 150 dhs monthly flight cash
· Performance related monthly bonus scheme (Last 6 months average 300 dhs a month)
· Transport to & from work
· Medical insurance
· 30 days vacation
· Uniform
