Senior Officer - Customer Service

Role Overview

Senior Officer - Customer Service at Al Ghurair, responsible for delivering exceptional customer service and managing customer interactions across all service transactions.

Role Purpose

To maintain high standards of customer service delivery, manage customer interactions professionally, and maximize efficiency in processing transactions while supporting revenue generation through service optimization.

Key Responsibilities

Customer Service & Engagement

• Greet and welcome customers upon arrival.
• Guide and clarify customer queries in accordance with their requests.
• Maintain a professional and cordial manner with all customers.
• Manage customers of any nationality.
• Handle customers during peak hours.
• Deal with angry customers professionally.

Transaction Processing

• Proceed with transactions in accordance with RTA guidelines.
• Direct customers with incomplete documents properly to assist them accurately and without fail.
• Issue tokens for the queue management system based on required customer service.

Performance & Standards

• Maintain RTA KPI for processed transactions, ensuring 80% of customers experience waiting times of less than 10 minutes.
• Avoid customer complaints through proactive service delivery.
• Keep the counter uncluttered and clean.
• Give top priority to counter work.

Revenue Generation

• Divert customers to the VIP Service section to support up-selling initiatives and generate revenue.