Al Yousuf

Customer Relation Executive

Job description

The Customer Relation Executive will attract potential customers by answering product and service questions,  suggesting information about other products and services, attending customer complaints,  prepare correspondences and fulfill customer needs to ensure customer satisfaction. Should have knowledge of commonly-used concepts, practices and procedures within a particular field or related one. To rely on instructions and pre-established guidelines to perform the functions of the job. The target is to ensure excellent service standards and maintain high customer satisfaction.

External Interfaces:

  • Corporate Clients
  • Agencies
  • Governmental Company
  • Regulatory authority
  • Judiciary
  • Individual Walk-in Customers
  • Brand Principals

Responsibility Not Limited To :

  1. Handle Service Software and take customer feedback for units / service done.
  2. Open and maintain customer accounts by recording account information
  3. Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution
  4. Recommend potential products or services to management by collecting customer information and analyzing customer needs.
  5. Prepare product or service reports by collecting and analyzing customer information
  6. Contribute to team effort by accomplishing related results as needed
  7. Manage large amounts of incoming calls
  8. Generate sales leads
  9. Identify and assess customers’ needs to achieve satisfaction
  10. Build sustainable relationships of trust through open and interactive communication
  11. Provide accurate, valid and complete information by using the right methods/tools
  12. Meet call handling quotas
  13. Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
  14. Keep records of customer interactions, process customer accounts and file documents
  15. Follow communication procedures, guidelines and policies
  16. Go the extra mile to engage customers
  17. Resolve customer complaints via phone, email, mail or social media
  18. Use telephones to reach out to customers and verify account information
  19. Greet customers warmly and ascertain problem or reason for calling
  20. Cancel or upgrade accounts
  21. Advise on company information
  22. Take payment information and other pertinent information such as contact: addresses, phone numbers & email addresses.
  23. Answer questions about warranties or terms of sale
  24. Suggest solutions when a product malfunctions in communication with concerned Manager
  25. Inform customer of deals and promotions
  26. Sell products and services
  27. Utilize computer technology to handle high call volumes
  28. Work with Area Manager / Service Manager to ensure proper customer service is being delivered
  29. Close out or open call records
  30. Compile reports on overall customer satisfaction

Requirements:

1.       Proven customer support experience
2.       Track record of over-achieving quota
3.       Strong phone contact handling skills and active listening
4.       Familiar with CRM systems and practices
5.       Customer orientation and ability to adapt/respond to different types of characters
6.       Excellent communication and presentation skills
7.       Ability to multi-task, prioritize and manage time effectively
8.       School Diploma / Pre degree / Bachelor’s degree or equivalent plus two years of relevant experience, or a combination of education and experience from which comparable knowledge and skills are acquired.
9.       Work Experience minimum 2 years with an knowledge of automotive industry preferred but not mandatory.
10.   Only Arabic Nationals required.
11.   Candidate should and must be well versed in Arabic & English languages. Excellent writing/presentation skills and comfortable speaking and presenting to partners.

Skills & Proficiencies :
12.    Customer Service,
13.    Product Knowledge
14.    Quality Focus
15.    Market Knowledge
16.    Documentation Skills
17.    Listening Skills
18.    Phone Skills
19.    Resolving Conflict
20.    Multitask
21.    Patience
22.    Negotiation
23.    Positive Attitude
24.    Attention to Detail
25.    People Oriented
26.    Analysis
27.    Problem Solving
28.    Organizational Skills
29.    Adaptability
30.    Ability to Work Under Pressure
31. Computer Skills.

Additional Benefits :

  1. Air Ticket
  2. Medical Insurance

Work Location
Dubai

Grade
5

Budgetary Control:
Yes

Internal Interfaces::
All internal Dept

Note : The requirements and duties described in Job Description may be modified or waived by the Company in its sole discretion without notice. 

Apply Now

To apply for this job email your details to hrservices@alyousuf.com