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Customer Services Officer (UAE National Female)
at UAE GO in Abu Dhabi
• Work as part of a team, delivering own tasks in line with deadlines and standards and supporting others to achieve their goals
• Oversee all supplier contracts
• Certify all invoices received
• Manage the relationship with the Case Management & Tracking System (CMTS) application developer, both contractual and on-going development
• Act as the master system administrator for the CMTS
• Manage the suppliers responsible for mystery shopping and customer satisfaction research (including questionnaire design and modification, and review and presentation of results)
• Organise marketing and promotion activities including reward events for the Government entities
• Produce weekly and monthly standard management reports
• Co-ordinate with all Abu Dhabi Government entities who contribute to the services offered by the Contact Centre
• Manage the delivery of training in the use of the Case Management & Tracking System
• Regularly feedback and provide ideas with regards to the on-going development of the Case Management System
• Frequent visits to Government entities and the Contact Centre
• Liaise with all suppliers
• Regular reporting to Line Manager, updating on status, flagging any barriers to success, and identifying opportunities for improvement
Please note that this role requires travelling throughout the UAE for approximately 14 days per month.
Knowledge and Experience
• Experience in a call centre/customer service environment
• Knowledge of call centre technology and terminology/customer service/
• Customer Relationship Management: experience of building and managing positive relationships with customers.
• Service Delivery: track record of managing and delivering call centre services driving strong customer satisfaction and improving standards
• Budget Management: managed budgets of value of AED 5m
• Cultural Awareness: experience of working with people from different cultures
• Business development experience
• Marketing and communications experience
• Financial awareness
• Business English: verbal and written.
Qualifications (Please refer to guidance for qulaifications required by grade)
• Degree level Education or equivalent experience.
• A Call Centre certification
• A Project Management certification (e.g. PMI, PMBOK, Prince)
• Oversee all supplier contracts
• Certify all invoices received
• Manage the relationship with the Case Management & Tracking System (CMTS) application developer, both contractual and on-going development
• Act as the master system administrator for the CMTS
• Manage the suppliers responsible for mystery shopping and customer satisfaction research (including questionnaire design and modification, and review and presentation of results)
• Organise marketing and promotion activities including reward events for the Government entities
• Produce weekly and monthly standard management reports
• Co-ordinate with all Abu Dhabi Government entities who contribute to the services offered by the Contact Centre
• Manage the delivery of training in the use of the Case Management & Tracking System
• Regularly feedback and provide ideas with regards to the on-going development of the Case Management System
• Frequent visits to Government entities and the Contact Centre
• Liaise with all suppliers
• Regular reporting to Line Manager, updating on status, flagging any barriers to success, and identifying opportunities for improvement
Please note that this role requires travelling throughout the UAE for approximately 14 days per month.
Knowledge and Experience
• Experience in a call centre/customer service environment
• Knowledge of call centre technology and terminology/customer service/
• Customer Relationship Management: experience of building and managing positive relationships with customers.
• Service Delivery: track record of managing and delivering call centre services driving strong customer satisfaction and improving standards
• Budget Management: managed budgets of value of AED 5m
• Cultural Awareness: experience of working with people from different cultures
• Business development experience
• Marketing and communications experience
• Financial awareness
• Business English: verbal and written.
Qualifications (Please refer to guidance for qulaifications required by grade)
• Degree level Education or equivalent experience.
• A Call Centre certification
• A Project Management certification (e.g. PMI, PMBOK, Prince)
Published at 01-11-2009
Viewed: 157 times
Viewed: 157 times