Main Purpose of the Job:To ensure exceptional customer service by resolving complex customer inquiries and complaints, coordinating with internal departments, maintaining accurate customer records, and supporting sales administration activities to enhance customer satisfaction, service efficiency, and business continuity.
Key Responsibilities:Address and resolve escalated customer inquiries, complaints, and service disruptions in a timely and professional manner. Provide accurate information regarding electricity services, tariffs, billing procedures, and company policies. Ensure timely communication with customers regarding outages, restoration updates, and service requests. Act as the primary point of contact for complex or high-priority customer cases. Coordinate with technical, billing, metering, and other internal departments to resolve customer issues effectively. Maintain and update customer records and interactions using CRM to ensure data accuracy and proper case tracking. Monitor customer cases and follow up until full resolution while keeping customers informed of progress. Prepare and analyze customer service reports, including response time, resolution rate, customer satisfaction, and complaint trends. Identify recurring issues and recommend process improvements to enhance service quality and operational efficiency. Develop and implement customer service standards and best practices to improve the overall customer experience. Support sales administration activities by coordinating customer documentation, maintaining service records, and ensuring smooth communication between customers and the sales team. Ensure compliance with company policies, regulatory requirements, and service standards. Advocate for process and technology improvements that enhance customer experience and operational performance.
Job Requirements:Years of Experience: 5+ years of experience in Customer Service within the utilities or electricity sector. Academic Qualifications: Bachelor's degree in any relevant field. Language Proficiency: Fluent in Arabic and intermediate in English. Computer Skills: Proficient in Microsoft Office and CRM systems. Soft Skills: Communication & Interpersonal Skills
Core Competencies:Service Quality & Continuous Improvement Customer Complaint Resolution CRM Management Problem Solving & Conflict Resolution Customer Relationship Management Time Management & Prioritization Teamwork & Cross-functional Coordination