Job title: Online Agent
Company: Innovations Group
Job description: Responsibilities:Handles received request for all NOC for transfer and System Update request from Client One App and forwards the same to the coordinators of that specific department to ensure all requirements are defined priorities.Handles complaints and queries received for all NOC for transfer and System update related request ensure it is closed as per defined priorities.Returns customer calls and requests received from Contact Centre via Service Requests and ensure it is closed as per defined priorities.Resolves and responds to issues within specified timelines (as per SLA and use of Priorities) for all the NOC for transfer and System update request.Forwards e-mails addressed to other departments received from customers to the coordinators of that specific department.Conducts necessary research and follows up with other departments on behalf of the customer before coming up with recommendations.Provides clarification to customers with regard to CLIENT Policies & Procedures.Provides status update to customers for pending/ongoing cases.Provides customers with high level of service as per agreed department SLAs to achieve defined customer satisfaction level via professional & timely problem resolution, product knowledge and status update, willingness to help, timely call back and quick turn-around time in accordance with defined SLAs.Ensures that all cases escalated from the Senior Management and internal cases are dealt with high importance and confidentiality.Maintains accurate customer history in Salesforce via ‘Interactions’ and ‘Service Requests’ in accordance with Customer Care SLAs.Required Skills:School completion certificate +one year certificate/diploma degree in Business Administration / Information Technology related CoursesMinimum of 2 years’ experience in Administration or Customer Care.Ability to solve problem.Basic English Language skills required.Good customer service skills.Ability to plan and organize assigned tasks.Ability to communicate clearly and precisely (oral and written)Ability to integrate well into teams & work towards achieving team results.Computer Skill includes Analytics and Microsoft Office.
Expected salary: 6000 per month
Location: Dubai
Job date: Wed, 23 Oct 2024 03:36:03 GMT
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Online Agent
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