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.
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
Bsc. Degree in Business Administration or similar
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