Support & Quality Coordinator (Arabic Speaker)
Type of Job
May 4, 2021, 4:44:00 AM
About the job
. All calls attended shall start and end as per the blue call script.
• Client information shall be properly communicated with the team when transferring lines.
• Any missed calls shall be re-dialed and proper communication shall be established with the client
• Client shall be contacted and kept updated on information especially when agreed to call back.
• Identifying client needs, clarify information, research every issue and provide proper solutions
• Seize opportunities to upsell products when they arise
• Emails received shall be read and understood properly to ensure proper action, which is required further.
• Coordination with internal sections for resolving the client concerns. shall be followed properly and required update to be
provided to client from time to time.
• Ensure all client issues/complaints/ clarification/ request for reports/information’s are provided with proper coordination.
• Information requested by the client shall be complete as per the request.
• Emails to the client shall be composed professionally, script provided shall be followed or manipulated as per the
• Prepared schedules by operations shall be communicated with the client on time for confirmation.
• Raise tickets will all required information and address to the relevant staff for action.
• Follow up on the raised ticket to ensure proper action is taken until closed.
• Identify and escalate issues and follow up until proper action is taken based on priority.
• Coordinate with departments to ensure that support is carried out effectively and efficiently both internal and external.
• Prepare and maintain recommendation log for the Top client and shall be sent to the client monthly.
• Collect the service reports from operations and maintain proper log for all received service reports.
• Follow up with operations on missed services and ensure it is rescheduled and done.
• Prepare service completion reports for clients with accuracy and complete diligence.
.To be responsible for organizing and archiving both hardcopy and softcopy filing systems with proper identification and
• Ensure the reports are generated on time and submitted to Service quality controller for review
• Ensure that all reports generated are submitted to the Finance section on time.
• Maintains and improve quality results by adhering to standards and guidelines; recommending improved procedures.
• Build sustainable relationships and engage customers by taking the extra mile
• Other duties as assigned from time to time.
• He/She should be an Active team member willing to work on shift basis.
· Bachelor’s Degree with 1-2 years’ experience as call center technical support/project coordination/Operations coordinator.
· Experience with relevant industry and software will be added advantage
· Customer Service, , Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking
Experienced & Fun Team
Near Al Qiyadah Metro Station - 28th St - Hor Al Anz East - Dubai - United Arab Emirates