Provide customers with the highest< p>
level of service as per agreed department SLAs and KPIs to improve customer
satisfaction via professional amp timely problem resolution domain
knowledge status update willingness to help timely call back and turn around
time in accordance with Department SLAs. Handle complaints customer queries
resolve issues within specified timeliness in the related KPIs. Maintain
Customers database ensuring that customer details and contact information are
updated for timely and accurate reference. Conduct necessary research and
follow with other departments on behalf of the customer before coming up with
recommendations. Prepare exception forms and collect the evidence in the file to support
the exception for customers in line with ERCs policies amp procedures for
management approval. Escalate customer issues and report major problems to
Customer Care amp CRM Manager via CRM system. Provide status update to
customers on pending ongoing cases and ensure continual CRM system update.
Maintain accurate customer history via interaction and Service request in accordance to CRM system. Provide root cause
analysis with recommendations and opportunities. Perform any other tasks
relevant to the Divisions activities as assigned by the Head of Developer
Service.< p>
Minimum Qualifications Bachelors degree in Business Administration Public Relations Communicationsor a relevant discipline. Desirable Experience 2 years of experience inreal estate Oracle Customer Care Experience
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