Job Description
To provide Ashghal customers with a world class service through resolution of their
queries and consistently provide high standards of care throughout their interaction
with the customer. The customer service advisor will be responsible for interacting with
customers on the phone and face-to-face to assist them with issues, queries and applications
Skills
• 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
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