Customer Relation Associate

Job description / Role

The contact center agent is the man point of contact of the public with the company. the job holder is responsible for attending promptly to customers and propsects' calls, e-mails, faxes, online enquires and SMS' and offering an effective, consistent, and professional service or assistance. the Job holder is also in charge of making outbound calls according to provided scripts to support different operations in the company.

Function: Handles several types of enquires coming via different channels, these channels include, telephone, email, website, SMS, social media and voice mail , so that customers are served more efficiently, consistently and prospects details are logged for future communication and for ROI tracking of marketing activities. Agents must ensure that enquiries are being handled within the defined SLA's.

Telephone enquires
- Performs general inbound calls answering, helping the customers in their enquires, whether it is about product availability, product pricing, after sales related etc.
- Makes clarifications to customers, if for example customers ask about location, agent sends them a location map for their reference.
- Takes in all complaints and suggestions the customers make whilst calling the contact center and providing resolution if available in the knowledge base.

Website and email enquiries
- Checks website and email enquiries on a n hourly basis to assure that customers are given immediate response.
- Sends acknowledgment email to customers to assure them that their enquiries are being handled and log the same in the interaction log and assign it to the concerned party in cases it cannot be resolved in the contact center.

Voice mail
- Checks voice mails, identify the sender if known and either take the needed action internally or call the customer back for assistance.

SMS
- Checks Incoming SMS and takes the needed action according to the nature of the reqiest: sales enquiry, service clarification, request for call, etc...
Social Media and webchat requests
- The nature of these requests require real time attendance and therefore the job holder is expected to get back on these enquiries almost in real time following provided bilingual templates and approved procedures.

Outbound
- Contacts the customers who had a recent sales or service transactions to conduct a customer satisfaction survey according to a defined script and collect customer feedback to ensure the customer voice is heard in the company at all time.
- Conducts customer calls for data verification to ensure no duplicate information is created in the customers database
- Informs or reminds customers about planned events and registers their confirmation on attendance.

Following up
- Checks each enquiry that needs an action from a different department and follows up on open cases with assigned personnel to ensure SLA's are adhered to and updates the customer and the system accordingly.
- Updates the status of the enquiry to closed after confirming the same internally and with the customer.
- Deals with cases that have not been attended yet by sending an email to the person responsible for the case asking for clarifications on the status of the case. If yet no action is taken in the following 24 hours, an email is sent to the contact center supervisor and line manager of the person responsible for the case, such cases will referred to as overdue.

System Updates
- Enters data, which has been collected during the enquiry handling process, in to the system.
- Identifies type of enquiry whether it was an online, telephone, or email enquiry and assigns a follow-up action and person to the specific enquiry the agents cannot resolve it form the first call.
- Receives returned mail and calls customers to take their correct P.O.Box numbers, and updates the system, accordingly. This is done to avoid mail return in the future.
- Receives database enhancement forms and data validation forms sent by customers to the company and corrects data accordingly

Reporting:
- Prepares a daily report that includes the status of each received enquiry and the status and assigned to person if not resolved.
- Suggests daily new Knowledge base articles to the line manager based on experienced cases with callers.

LINE OF COMMUNICATIONS AND WORKING RELATIONSHIPS:
Subject to the available technology resources the contact centre services will cover all the possible touchpoints of the company with the public. some channels will be managed in a more automated way than others where manual operations might be needed, the main database to work on SISM and the main application is the contact center application used by the company.

The agent should able to work a flexible schedule as per company requirements and business needs, there are shifts for the working hours and weekends, to which the agent has to show flexibility in attending. The job holder will have ongoing product trainings in order to be up to date on the company's products and services and the industry in general.

Internal
- The job holder communicates on a daily basis with the contact center Supervisor and business Units.

External
- The job holder communicates on a daily basis with customers and prospects.

Requirements

- 1 to 2 years customer contact experience either face-to-face or over the telephone.
- Minimum of high school diploma
- Strong command over MS Office.
- Fluent with written and spoken Arabic & English
- A sound knowledge of telephone etiquette

Arabic is a MUST / English

About the Company

Ahmed Seddiqi & Sons is a family owned entity with a large portfolio of Swiss Watch brands. Thanks to its brand strategy and the vision of the late Mr. Ahmed Seddiqi, Ahmed Seddiqi & Sons has enjoyed a steady expansion since its inception in the late 1940s.

At the group, we believe that each employee contributes to the growth and success of the company, and this is evident with the strong and loyal workforce of 480 plus employees, some of whom have been with the organization since 1968.

Ahmed Seddiqi & Sons is the largest distributor of Swiss Brand watches in the Middle East. We offer world-class and exquisitely designed watches and jewellery. From a humble beginning of a single store in 1950s, today Ahmed Seddiqi & Sons portfolio consists of over 50 prestigious brands across 52 locations in the UAE.