Job Summary:
As a Back Office, you will be responsible for providing administrative support to the various departments, you will assist in the day-to-day operations of the company by performing tasks such as data entry, record-keeping, and documentation, and ensuring that all tasks are completed accurately and efficiently to meet company standards.
Responsibilities
- 1- Address customer concerns and issues by actively monitoring and managing the ticketing system.
- 2- Investigate and analyze the root causes of customer problems to provide effective solutions.
- 3- Collaborate with relevant departments to ensure timely resolution and customer satisfaction.
- 4- Maintain accurate and detailed records of customer interactions and resolutions.
- 5- Service Verification via Customer Calls: Initiate outgoing calls to customers for service verification and feedback.
- 6- Conduct follow-up calls to ensure customer satisfaction post-resolution.
- 7- Gather additional information from customers to enhance the understanding of their needs.
- 8- Provide information and clarification regarding products, services, and procedures.
- 9- Document call details and outcomes accurately in the system.
- 10- Communication and Collaboration: Communicate effectively with other departments to coordinate issue resolution.
- 11- Collaborate with the front office team to ensure a seamless customer experience.
- 12- Share insights and feedback from customer interactions to improve overall service quality.
Must Have
- - Bachelor's degree in network engineering or a related field.
- - 2-1 Years of Experience in similar role.
- - Excellent communication skills, both written and verbal.
- - Strong problem-solving abilities and attention to detail.
- - Ability to work independently and as part of a team.
- - Customer-centric mindset with a focus on delivering exceptional service.
- - Proficient in using ticketing systems and customer relationship management (CRM) software.
- - Previous experience in customer service or a related field is preferred.
- - English & Arabic Language - Written and Spoken.
- - Advanced Knowledge in MS office programs.