UAE National | Customer Care Executive | Rental & Leasing | Al Futtaim Financial Services – Al Futtaim Group

Overview Of The Role:

• The Customer Service Executive is responsible for managing client relationships, identifying customer requirements, and providing appropriate solutions. As the main point of contact for clients, this role facilitates communication, resolves issues efficiently, and ensures consistent service delivery. Success in this position requires proactive engagement with customers, adherence to service quality standards, and effective complaint management. The role demands a blend of interpersonal skills and operational excellence to uphold company standards and improve customer experiences across all interactions.

What You Will Do:

General

• Ensure SLA compliance across all customer touchpoints (calls, email, complaints) and measure SLA adherence percentage, number of SLA breaches, and average response time versus SLA.
• Manage and resolve customer complaints within defined timelines, focusing on complaint resolution turnaround time and backlog aging.
• Improve customer satisfaction and overall experience by tracking CSAT score, NPS score, and customer feedback trends.
• Drive first contact resolution and reduce repeat contacts by monitoring first contact resolution percentage and repeat contact rate.
• Maintain quality standards in all customer interactions by assessing QA score percentage, audit results, and error rate.
• Monitor and enhance team productivity and operational efficiency, focusing on cases handled per agent, average handling time, and utilization rate.
• Ensure accuracy and completeness of CRM case data, aiming for high data completeness percentage and low error rate in CRM entries.
• Ensure compliance with SOPs, policies, and regulatory requirements by maintaining a high audit compliance score and minimizing instances of non-compliance findings.

Job Details

Preferred Candidate

Suite de l’annonce…