• Acts as a front-of-house ambassador to proactively assist and ensure that all customer queries and requirements are assisted.
• Manages the day-to-day operations to serve the needs of the customers and colleagues in the best possible manner and address their requests/queries/concerns.
• Monitors performance delivers feedback and ensures adherence to customer service policies, systems, processes, procedures and Service Level Agreements (SLAs).
• Ensure exceptional performance is delivered with speed, efficiency, sales, and quality and identifies and plans training requirements to supporting continuous improvements in customer service operations.
• Maintain and update of company registry and registry of shareholders and directors
• Ensures compliance of facilities registered within the free zone and ensuring rules and regulations and applicable state and federal legislation.
• Manage all customer queries and complaints ensuring records are maintained via a predetermined system. Able to communicate effectively with internal and external personnel, both verbally and in writing.
• Demonstrates professionalism and safety habits by cleaning the workstation as well as ensuring the MASAAR Customer Service Center is well maintained after completing each daily assignment. Well-organized, detail-oriented, energetic, able to work independently and be a team player.
• Continuously assess and improve the daily activities to ensure that they are efficient, cost-saving and innovative for all ends.
• Identify potential methods for simplifying and improving existing procedures.

Language Skills: 

• Proficiency in both written and spoken English and Arabic is essential

Years of Experience:

• Minimum of 2 years of relevant experience

General Competencies:

• Planning and Organizing
• Result Orientation
• Creativity and Innovation
• Customer focus and people happiness

Foundation Competencies:

• Integrity
• Flexibility and Adaptability
• Teamwork
• Self-reliance
• Attention to Detail

Technical Competencies:

• Customer Servicing and Support
• Call Centre IT Tools and Systems Knowledge
• Telephone Systems and Etiquette
• Data Recording and Reporting
• Query Management