October 15, 2024

EMFI Group Qatar

Doha

OTHER & FULL TIME & CONTRACT

Customer Service (Bilingual - English & Arabic)

EMFI Qatar Group is looking for a Customer Service Agents (Bilingual - Arabic & English) for its requirements with the following qualifications:
Qualification:

Secondary Education or higher degree
Experience in Delivery of Customer Service
2+ Years Customer Services or Service Desk experience
Previous Utility Experience
Previous experience of Customer Management Software
High level of proficiency in the English and Arabic Language (written and language)
Develop and maintain customer rapport
Excellent interpersonal verbal and written communication skills
Proven ability to work towards individual and team targets
Excellent in problem solving
Strong Interpersonal skills
Personal drive, commitment and being a self-starter.
Prioritizing workload and meeting tight deadlines with high quality output.
Good Computer skills, i.e. Word, Excel, outlook.
Organized and Multi-tasking skills
Ability to work effectively with a variety of groups
Customer Oriented

Principal Accountabilities:

Answering of customer calls, emails, web, fax, post, social media and other contact, with internal and external customers.
Handling Switchboard calls
Handling Outbound calls as needed
Follow up on SR’s as assigned
Take ownership for resolving customer’s enquires and complaints promptly and efficiently, providing a solution in accordance with agreed company processes and procedures, and following up where necessary to ensure customer journey is managed well.
Work on a 24/7 shift pattern
Provide concise, accurate, complete and informative responses to the customer.
Recognise where customer issues require escalation and follow the escalation procedure.
Follow pre-agreed troubleshooting processes, scripts and call guides as directed by Ashghal to ensure correct diagnosis and appropriate resolution.
Accurately record customer information manually and using Customer Management Software, relevant to the resolution of the customer enquiry or issue.
Maintain an up to date level of service and procedural knowledge and proactively seek out information where required.
Contribute positively towards the achievement of performance targets in all aspects of the team’s activities.
Maintain target levels of productivity and performance, as outlined by the Team Leader, in relation to the performance metrics, e.g. Quality scores, Attendance and Punctuality, Resolution Rate and others, as agreed.
Undertake duties of a general nature, or additional tasks, as may be required from time to time by their Team Leader.
Feedback any trends noticed from customer calls to their Team Leader, as they are noticed.

Interested candidate/s may send their CV to hiringemfi2022 @gmail.com and type the code on the subject as: Customer Service Representatives
Job Types: Full-time, Permanent, Contract
Pay: QAR5,000.00 - QAR6,000.00 per month
Ability to commute/relocate: