Senior Officer - Customer Service

Role Overview

Senior Officer - Customer Service at Al Ghurair, responsible for delivering exceptional customer service and managing customer interactions at the service counter.

Role Purpose

To maintain high standards of customer service delivery, process customer transactions efficiently according to RTA guidelines, and generate revenue through strategic customer engagement and service upgrades.

Key Responsibilities

Customer Service Delivery

• Greet and welcome customers in a highly professional and cordial manner.
• Guide and clarify customer queries according to their specific requests.
• Maintain a clean and uncluttered counter and give top priority to customer service work.
• Avoid customer complaints through proactive and attentive service.

Transaction Processing

• Process customer transactions in accordance with RTA guidelines.
• Issue tokens for the queue management system based on the required service of each customer.
• Maintain RTA KPI for processed transactions, ensuring 80% of customers experience waiting times of less than 10 minutes.

Revenue Generation

• Divert customers to VIP Service section to support up-selling and revenue generation opportunities.

Additional Information

• Full details are available on the employer's original posting.