Customer Relations Executive

Job description / Role

The Job Holder is the main point of contact of the company with the public. The job holder is responsible for attending promptly to customers and prospects "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.

KEY ACCOUNTABILITIES:

Inbound - Enquiry Handling
- Handles several types of enquiries 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 enquiries
- Performs general inbound calls answering, helping the customers in their enquiries - about product availability, product pricing, after sales related etc.
- Registers complaints and suggestions the customers share whilst calling the contact center. Provides resolution if possible.

Website and email enquiries
- Checks website and email enquiries on ongoing basis to ensure that customers are given immediate responses and SLA are adhered to.
- Sends acknowledgment emails to customers to advise them that their enquiries are being handled. Coordinates with the concerned parties whenever enquiries cannot be resolved in the contact center and ensures follow up until final resolution.

Voice mail
- Checks voice mails regularly - identifies the caller, takes the necessary action internally or contacts the customer back for assistance.

SMS
- Checks Incoming SMS and takes the necessary action according to the nature of the request: sales enquiry, service clarification, request for call, etc...

Social Media and web chat requests
- Immediately responds to enquiries following provided bilingual templates and approved procedures.

Prospect Database
- Creates and maintains primary database of \\\"prospects\\\" for various divisions from latent market sources, different websites and SMS responses in order to decrease dependency on third party database suppliers and increase direct marketing campaigns effectiveness in terms of response rate.

Outbound
- Conducts customer satisfaction surveys according to a defined script and collects 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 of attendance.

Following up
- Checks each enquiry’ liaises and follows up with respective departments/colleagues on open cases to ensure SLA\\\'s are adhered to. Updates the customer and the system accordingly.
- 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 within1 working day, escalation of case to be sent to the contact center supervisor and line manager of the person responsible for the case, such cases will referred to as overdue.
- 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.

Reporting
- Prepares a daily report that includes the status of each pending enquiry and the status and assigned to person.
- When handling complaints, ensure it is logged under the required logged and update it regularly till it is closed by concerned department

Requirements

- Minimum of high school diploma.
- 1 to 2 years contact centre experience.
- A sound knowledge of telephone etiquettes.
- Principles, Processes and Procedures relevant to their role
- Fluency in spoken and written Arabic, 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.