Customer Experience Executive

Job description / Role

Job Type
Full Time

Job Location
Dubai, UAE

Nationality
Any Nationality

Salary
Not Specified

Gender
Not Specified

Arabic Fluency
Not Specified

Job Function
Customer Service

Company Industry
IT, Software & Internet Services

Description

Supports and provides service support via phone, email, and web portal ensuring effective resolution of customers’ concerns in the quickest possible manner.
Routing the issue to the correct team by understanding the issue properly.
Should act as a first point of contact for customers for all issues related to Emaratech service support.
Gathers and records accurate service support incident information.
Listens and understands customers’ concerns; provides required guidance and information using the available resources.
Ensures complete control of the call by managing difficult customer situations, responding promptly to the needs of the customers; identifies and escalates issues as and when required.
Performs primary investigation in all issues received.
Follows up on escalated and re-assigned service support requests and tickets.
Identifies the solutions and contributes to the knowledge base and utilizes it as required.
Provides service health feedback based on received requests and tickets.

Requirements

• Minimum diploma graduate or equivalent required.
• Knowledge of ITIL Foundation.
• Minimum 2 years of customer service experience.
• Experience in working on service management systems.
• Fluent in Arabic.