Wednesday, 14 May 2014

Customer Care Jobs in Abu Dhabi; Customer Service Representative

Job Title:    Customer Service Representative
Job Location:     Abu Dhabi
Job Ref:     853
No. of Posts:     1
Employer:    Abu Dhabi University

About ADU:
Abu Dhabi University is the great university of Abu Dhabi. Our mission is to produce global leaders who understand the challenges of our time & make positive contributions to national & global prosperity. Our mission is not limited to educating students but also to transforming UAE to a vibrant, prosperous & strong nation.

Job Description
Ensure that customer service is delivered of highest quality and in accordance with the set policies and procedures. Present ADU and enhance the brand name to every caller/guest ensuring student callers/guests are given the best and right information and give them a overall good experience. Ensure that professional status and image of the University is upheld by providing a good first impression both on the telephone and in person.

Job Responsibilities:
•Take in bound calls and be ready to help the students with their issues and questions and be ready to give all needed information
•Handling prospective students call with professionalism and adequate telesales skill to give the caller a very positive and informative calling experience by proactively helping the prospect with promise of further help and callback by academic counselors
•Diligently updating prospects calls in CRM and assigning them to respective academic counselors
•Communicate with students and different departments
•Making outbound calls with high (80%) response rate
•Document all calls with regards to caller inquiries accurately using the tracking system in place
•Strictly follow scripts while attending calls
•Updating portals with new requirements for admission and important dates for admission and registration
•Perform additional duties that include but not limited to sending bulk SMS, email blasts, sick leave request processing, routine calling for admissions letters, exam results, re-evaluation lists, grade appeal results etc.
•Take feedback, complaints and suggestions and follow the process of updating
•Update database with changes and status of each call
•Manage department communication and tasks through Share Point
•Participate in team activities like department surveys, team discussions etc.
•Answer telephone calls with the approved greeting, screen and direct calls to the relevant department / employee
•Responsible for managing generic queries from staff, students and the public
•General administrative and clerical support
•Ensure that the Operator console never remains unattended hence following roster and back-up plan is essential.
•Proactively welcome customers the moment they step in to ADU reception area without waiting for them to approach you
•Greet customers and guide them towards the right direction
•Report Students complaints / Suggestion report
•Observe and analyze self-calls to identify and address gaps

Job Requirements:

  • Bachelor's Degree
  • 2 years of work experience in customer service
  • English and Arabic

Deadline Date: 30/05/2014

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