Contribute to the development of an efficient, professional and tactful complaint handling service to customers in matters concerning passenger information and queries. Process and investigate complaints, liaise with customers and resolve all matters arising from customer feedback.
Qualifications / Skills
Minimum Requirements for Candidates
Bachelor degree in a relevant field.
Minimum 3-year experience in managing a team with large number of complaint, focused on handling customer complaints/ queries. Preferably from telecom sector.
Graduates with very good working knowledge of computers
Candidates must possess excellent communication skills in both English & Arabic.
Expectations for Ideal Candidates
Must be prepared to work rosters that are outside normal business hours, including weekends and public holidays.
Receive customer feedback, log details of and ensure timely responses by letter or telephone, initiate any follow up action required, monitor and finalize cases.
Manage complex or sensitive customer issues or complaints through to end
Ensure ownership of all customer contacts and that all customer feedback is dealt with promptly and courteously
Provide a level of customer service that indicates that PTC is committed to resolving concerns and ensuring appropriate actions have taken place.
Ensure all customer complaints are followed up and actioned within agreed timeframes and prioritized according to level of urgency
Assist with the development and creation of initiatives to improve the handling of customer feedback.
Manage day to day shift for call centre and absenteeism to ensure smooth operations of shifts.
Updated CV: Kindly upload the detailed CV
Degree: Kindly upload the highest qualification certificate/ diploma
Experience Letter/ Certificate: Kindly upload the experience letters for previous 2-3 jobs as minimum , ideally for current job as well
Passport Copy: Kindly upload the Passport/ National ID Copy