وصف الوظيفة
Role Overview
Coordinator - Customer Service at Al Ghurair, responsible for managing customer inquiries, requests, and complaints while maintaining company branding and corporate image standards.
Role Purpose
Handle customer interactions in a positive, timely, and effective manner while supporting day-to-day operations and ensuring maximum productivity, flexibility, and cooperation across the team.
Key Responsibilities
Customer Service & Support
- Handle and respond to customers' inquiries, requests, and complaints in a positive, timely, and effective manner.
- Provide accurate information about the company's products and services.
- Gather accurate customer information and book service appointments.
- Liaise with internal departments to confirm that booked appointments were received at the specified branch.
Operations & Productivity
- Demonstrate thorough understanding of the Centre's core activities and functionalities.
- Support the team in day-to-day operations.
- Ensure maximum productivity, flexibility, and cooperation are achieved.
- Ensure all key performance indicators for customer satisfaction are met, including agreed service levels, quality standards, and productivity targets.
Quality & Escalation
- Ensure the company's branding and corporate image are maintained to set standards.
- Escalate complaints to concerned parties within the team or other divisions as needed.
- Follow up on action taken regarding escalated complaints.
Continuous Improvement
- Demonstrate willingness and cooperation in learning new initiatives and methodologies that add value to overall performance.
Additional Duties
- Perform any additional responsibilities as advised by the Line Manager or Supervisor.
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