The officer will be required to deliver excellent customer service as part of the tawasol Customer Care Centre. As a senior member of the team he/she will be required to set a role model example for other staff to follow, and also provide expert support and guidance to colleagues within the team. This might be in relation to operational procedures for example.
The role holder must be safe starting, and highly motivated to work with and support twofour54’s customers. They will work in a dynamic and sometimes fast changing environment responsible for handling all customer and staff enquiries, providing information about twofour5’s services, processing service requests, and dealing with customer problems and issues.
Because of the growing nature of twofour54, coordinators will frequently come across new situations where there is not a prescribed way of responding. As such the ability to think on his/her feet, and resolve problems is an essential element of this job. Above all, providing an excellent service to customers every time they contact twofour54 is the most important aspect of the role.
Duties and Responsibilities
Provide excellent service to twofour54’s customers and staff, setting an example for other team members to follow.
Build and maintain a detailed understanding of all tawasol’s services and the operational processes and procedures that underpin these.
Act as a subject matter expert and a reference point for other team members to ensure that the whole team delivers a great experience for customers.
Be highly responsive to the needs of customers, answering calls, responding to emails and serving them quickly if they come into the Customer Care Centre.
Act in a highly professional and courteous manner at all times.
Ensure that all instructions/queries/service requests are completed accurately first time and every time.
Ensure high standards are maintained for both written and spoken English and provide support to other team members to improve their English language skills.
Maintain very high levels of quality in terms of business integrity and the customer experience. Support other team members to improve the quality of service they offer.
Build a thorough understanding of twofour54’s products and services in order to answer enquires with confidence.
Actively promote (where appropriate) twofour54’s products and services.
Use problem solving skills to help customers where the answer may not be prescribed or obvious.
Set the standard in the use of active questioning skills to ensure that the needs of customers are properly understood and responded to.
Build strong and effective relationships with customers, acting as one of the key points of contact for all services delivered by tawasol and twofour54.
Act as the Customer Champion with a genuine passion for service and with support from the Customer Care Manager and other team member’s help to identify areas for improvement, e.g. processes that are not working well.
Build very strong working relationships across the Customer Care Centre team and the broader tawasol department.
Manage and prioritise the daily activities in order to ensure the most urgent and important customer needs are delivered, and support other team members to do the same.
In response to customer feedback and with support from line managers act as a catalyst to improve the team’s performance/customer experience by generating ideas for change.
Seek out opportunities to identify process improvements in order to reduce handoffs, improve turnaround time and therefore improve customer service. Support others to do the same.
Work flexibly within the team to support changing business needs and for example, the need to deputise/cover for colleagues in other teams.
Be pro-active in offering support to colleagues and line managers across the team and adopt a one team approach.
Work to ensure that we act at all times in accordance with the principle of excellent customer service.
Exhibit excellent spoken and written communication skills, in both Arabic and English.Actively promote the sharing of best practice in skills and knowledge amongst the team.
Ensure that lessons are learned when mistakes are made, and that changes are introduced as a result.
Maintain close working relationships across all the tawsol departments.
Be pro-active in keeping up with changes and developments within twofour54 and share these with colleagues and customers as appropriate.
Support the communication process between tawasol and its customers.
Proactively communicate and escalate issues where necessary.
Use your best judgment at all times to do the right thing for the customer and the busines
Education, Experience & Skills
Experience of using CRM systems (such as Siebel) is desirable
Excellent customer skills with a genuine desire to provide excellent service
Demonstrable commitment to the improvement of customer service to the benefit of the Business Partners and twofour54
Self-motivated and highly results driven
Evidence of organisational and prioritisation skills
Able to deliver on his/her promises to customers
Able to demonstrate flexibility and adaptability in a change environment
A very strong communicator, able to influence both customers and internal stakeholder
Excellent spoken and written Arabic and English.
Proficient in relevant computer applications as well as software packages.
Employer want to submit job applications through their website at: Apply Online