Support Analyst - Customer Care

Job Summary

 

 

Type of Requirement: - Blended (Excellent Written & Verbal Communication is a must).

Designation - Senior Customer Support Representative & Support Analyst – Customer Care

Required Work Experience:

• Good fluency in Language Arabic & English, both written and spoken
• Minimum of 1 years’ experience in Customer Service or Technical as Voice Support
• Experience handling complaints; driven to deliver an excellent customer experience through resolutions and adherence to response times
• Experience working and managing communications, with multiple cross-functional teams/stakeholders.
• Having worked on SAP or similar CRM application

Work Schedule

• Work from office during training, hybrid thereafter (minimum 3 days WFO)
• Local working hours of the country supporting
• 5 days working - 2 days off

Required Qualification: -

*Graduate in any stream.

Job Description:

To provide information to customers regarding their queries and troubleshoot the issues as per defined SLAs, able to work independently and efficiently to meet SLA, Able to comprehend the request of the customer and meet the quality standard.

• Manage CCC, Dispatch & Install Base management activities:
  • CCC- Interacting with customers on phone, email or chat to capture customer issue, raise ticket on CRM application and assign to relevant teams.
  • Dispatch – Monitor open notifications/tickets and act accordingly, such as booking an engineer and ordering spare parts.
  • Install Base management – Managing accuracy of system reports by identifying and correcting wrong/missing information in SAP. Interacting with stakeholders to identify missing information.
• Improving skill level through Self-development or nominating training programs Skill Reverification Tests
• Meeting Quality Scores, SLAs and bringing Innovation and Process Improvement
• The individual should be able to work effectively in a team whilst enthusing others to do the same for achievement of common goals of the team
• To consistently meet or exceed all agreed Productivity parameters as defined for the process

Key Skills:

• Team oriented/team player
• Situational/contextual awareness with the ability to understand the impacts of one’s work.
• Excellent critical and analytical thinking abilities
• High attention to detail, and high level of professionalism
• Strong organizational, time and workflow management skills

Key Responsibilities

1. Conduct Thorough Analysis To Identify Existing Issues Within Business Operations, Utilizing Contact Center Operations Knowledge To Enhance Overall Efficiency.
2. Optimize Workflows By Developing And Implementing Solutions Tailored To Project Needs, Ensuring Alignment With Customer Service Objectives.
3. Generate Detailed Reports And Comprehensive Analyses Using Analytical Tools To Inform Decision-Making And Drive Process Improvements Within The Assigned Project.
4. Collaborate Cross-Functionally With Various Teams To Ensure Seamless Integration Of Enhancements, Maximizing Project Outcomes And Customer Satisfaction.
5. Utilize Advanced Analytical Tools And Methodologies To Continuously Monitor Performance Metrics, Suggesting Strategic Initiatives For Ongoing Optimization In Contact Center Operations.

Skill Requirements

1. Proficient Understanding Of Contact Center Operations And Customer Service Processes.
2. Strong Analytical Skills, With The Ability To Interpret Data And Generate Actionable Insights.
3. Excellent Written And Verbal Communication Skills For Effective Collaboration And Reporting.
4. Familiarity With Process Mapping And Documentation Techniques.
5. Outcome-Oriented Mindset, Focused On Driving Improvements And Meeting Project Goals.

Other Requirements

1. Certification In Customer Service Or Contact Center Management Is Optional But Valuable