Customer Service Specialist

<h2>Job Purpose</h2><p>The Customer Service Specialist is responsible for developing and administering customer service plans and programs aimed at delivering exceptional services to customers, thereby enhancing overall customer satisfaction in alignment with business strategies, objectives, and policies.</p><h2>Key Responsibilities</h2><ul><li>Execute customer service plans and programs for the assigned business area.</li><li>Support initiatives to enhance customer satisfaction.</li><li>Monitor the application of customer service processes and procedures.</li><li>Analyze the cost and effectiveness of customer service initiatives.</li><li>Contribute to process and system improvements.</li><li>Monitor and improve call center scorecards.</li><li>Provide guidance on customer service matters.</li><li>Respond to and resolve escalated customer inquiries.</li><li>Identify customer needs and support commercial opportunities.</li><li>Promote customer service capability development and upskilling.</li></ul><h2>Stakeholder Management</h2><ul><li>Collaborate with internal departments and external service providers.</li><li>Build strong cross-functional relationships.</li><li>Understand customer and stakeholder requirements.</li><li>Provide technical guidance to managers and employees.</li></ul><h2>Management Responsibility</h2><p>This is an individual contributor role.</p><h2>Skills</h2><ul><li>Customer Relationship Management (CRM)</li><li>Operations Management</li><li>Quality Control</li><li>Budgeting & Forecasting</li><li>Customer Satisfaction</li><li>Call Center Operations</li><li>Account Management</li><li>Stakeholder Management</li><li>Project Management</li><li>Influencing & Facilitation</li><li>Presentation & Storytelling</li></ul><h2>Requirements</h2><ul><li>Education: Bachelor's Degree or equivalent qualification</li><li>Experience: More than 4 years in customer service</li></ul><h2>Visa and Language Requirements</h2><p>Candidate must have valid UAE residency. Proficiency in Arabic is preferred.</p>

Education: Bachelor's Degree or equivalent qualification Experience: More than 4 years

Execute customer service plans and programs for the assigned geography/business area. Support customer service initiatives to enhance customer satisfaction. Monitor the application of customer service processes and procedures. Analyze the cost and effectiveness of customer service initiatives. Contribute to process and system improvements. Monitor and improve call center scorecards. Provide guidance on customer service matters. Respond to and resolve escalated customer inquiries. Identify customer needs and support commercial opportunities. Promote customer service capability development and upskilling.