Customer Care Representative - UAE National

Job description / Role

Our Client a leading venue in Dubai is seeking a Customer Care Representative to act as the first point of contact for all visitors to the venue, receiving and dispatching all requests and provide efficient, prompt, courteous communication support for all internal and external customers and colleagues.

Customer Services
- Proactively to create memorable customer experience, assist customers and deliver excellent customer service by providing directions, information, answering questions and performing other centre specific duties as assigned.
- Maintain a thorough knowledge of services, facilities, stores/locations, events & exhibitions activities with response procedures and maintain a clear understanding of customer care role and areas of responsibilities.
- Works across functionally with other facilities and corporate departments

Communication
- Interact with customers by telephone or in person to provide information about products or services and actively promote promotional activities to all customers.
- Respond promptly to visitors’ enquiries about the facilities, events and about Dubai and obtain feedback to improve service.
- Communicate with VIP customers by phone, fax and/or email and receives inquires, requisitions and/or instructions from customers which are entered accurately into the system and support peers on VIP customers as backup.
- Maintain records of customer interactions or transactions, recording details of inquiries, complaints or comments as well as actions taken.
- Ensure that appropriate changes and progression were made to resolve customers’ problems.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Ensure information is updated on the activities of the department with other operating departments within in order to provide best possible service to customers.
- Provide courteous service to internal/external customers by following standards.
- Liaise with DEWA, Etisalat, DU, Dubai Civil Defense, Dubai Municipality, RTA and official contractors for information and updates.

Trouble Reports
- Receive and dispatch all AHM trouble reports requirement through e-mails.
- Analyze and understand if the request received from end user is trouble report or any other type of work request and follow set process by management, if the reported request does not fall under trouble report category.
- Generate and assign trouble reports and inform concern technician to attend within agreed time based on SLA.
- Initiate a follow up call with the initiator to ensure work is done in compliance with the department quality standards mentioned in SLA.
- Recommend improvements in products, services or reporting methods and procedures to prevent future problems.

Administration
- Assist Supervisor in preparing Monthly Trouble Report Summary & Status Report.
- Assist Engineering Administrator in completing energy consumption report by sending AC time schedule after events.
- Enter daily meter readings and send report on monthly basis.
- Conduct all service and administrative functions of the Customer Care, faxing, photocopying, daily tracking/monitoring etc.
- Assist in the development and execution of existing and new Customer Care Programs.
- Participate in special projects and assume other duties and responsibilities as assigned.
- Cooperate with employees from all departments.
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders using computers.
- Performs other duties as assigned

Requirements

- UAE National (please do not apply if you are not a UAE National)
- Diploma or equivalent certificate
- Training: Computer courses (MS-Office, Word, Excel)
- Special/Additional Qualification: CMMS Software, FAS & BMS
- Experience: 2 years in Customer service type role.
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
- Ability to work under pressure
- Good command of English and communication skills
- Customer Oriented
- Ability to Multi task
- Punctual and highly organized

A great package will be offered to the right candidate.

About the Company

Michael Page is one of the world's leading professional recruitment consultancies, specializing in the placement of candidates in permanent, contract, temporary and interim positions with clients around the world.

The Group has operations in the UK, Continental Europe, Asia-Pacific and the Americas. In the Middle East we focus on the areas of:

Finance & Accounting Banking & Financial Services Procurement Property & Construction Engineering & Supply Chain Oil & Gas Technical and Engineering Human Resources Sales Marketing Technology Secretarial Executive Search Legal

The Group operates through 161 offices in 33 countries and employs over 5,000 employees worldwide.