Coordinator - Customer Service

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.