Customer Care Specialist

G4S

Dubai, UAE

Ref: NP645-114

Job description / Role

Employment: Full Time

G4S is currently looking for an experienced and highly motivated Customer Care Specialist. Reporting to the Sales Strategy Director, the successful candidate will be the main liaison to the customers to ensure and maintain excellence in customer experience.

Responsibilities and accountabilities includes but not limited to the following:
• Get to know customer issues, capture complaints, requests and queries received via mail/ phone. Share the reference number with the customer and internally escalating it to the concern team for necessary action
• Gather feedback and escalate concerns on regular basis to enhance overall customer experience.
• Drive resolution of customer issues and track average time taken to resolve the complaints.
• Closely monitor complaints lodged by clients, review resolution comments updated by operations, take feedback from the client on effectiveness of the resolution offered and close complaints on log
• Keeping records of customer issues, requests, queries and analysis by Division, Department, Business, Customer etc.
• Achieve operational efficiency by identifying, recording and reporting trends and causes of complaints
• Implement programs related to customer satisfaction with support from marketing team.
• Maintain healthy relations with internal staff.

Requirements

• Degree or Diploma in any field from a reputable university
• Minimum of 5 years customer facing role experience.
• Excellent English communication skills, verbal and written
• Result oriented
• Demonstrate experience in solving problems
• Proficient in MS Office and knowledge of CRM
• Bilingual – Arabic speaker

About the Company

G4S UAE is the largest and fastest growing total security solutions provider. This rapidly growing list of products and services, along with the company's global backing, means that we are uniquely placed to provide quality security solutions throughout the United Arab Emirates.

G4S was the first security company in the UAE to start the detailed work to apply for, and achieve, accreditation to ISO 9001:2008. This involved the identification of all key processes and their documentation to form part of the Quality Manual and the Company was awarded the certificate early March 2003. Our Quality Management System is based on functional responsibilities and objectives being clearly defined to support the fundamental management principal that it is the responsibility of every individual in the organisation to deliver quality service to our customers. We are committed to maintaining the Quality Management System. The key strategic objective is to achieve continuous improvement and innovation in all aspects of our business process.

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