Customer Care Specialist. Arabic only.

Customer Care Specialist. Arabic only.

Employer : Dubai First - is an integrated consumer finance company which will offer a full range of financial products and services. Dubai First is a subsidiary of Dubai Investment Group (Dubai Holding).

Contact Thomas Arakkal at [Email hidden] or call at 045068488

Key skills

• Contribute to achievement of financial targets through active cross sell of products and lead generation.
• Reduction in the percentage of reversal requests /AMF and customer retention.
• Meeting or surpassing defined metrics like AHT, Staffed hours and productive %, Aux %, attendance, attendance %, schedule adherence(late login, leaves) etc.
• Flexibility and Availability as per the requirements. (Shifts/Breaks/Emergency/Overtime/Staffed & Productive Hours)
• Application as well as contribution towards workflow process improvements by providing innovative ideas.
• Attainment of goals set for the individual, team, department & company across all channels. (Inbound, Outbound etc.)
• Participate in special projects as needed and perform other duties as assigned.
• Directly and indirectly effect the department by providing resolutions, innovation and being a team player.
• To maintain the quality score >80%
• To maintain the test scores >90%
• Attend, comprehend and application of all trainings/ updates (Oral & Written)/ SOP’s.
• Application of policies and procedures to achieve turnaround times which provide a competitive advantage to the company in terms of quality of service.
• Proper filling of various forms to avoid any documentation errors. (Address Change Form
• Meeting and exceeding customer expectations through quick responses to all customer related queries including follow up till resolution as well as immediate implementation of customer feedback.
• End to End follow up and resolution of customer’s request/service and ensuring case closure/customer satisfaction/periodical follow up with other departments and regularly updating the customer while case in progress.
• Servicing the customer needs/requirement in liaison with set guidelines/ quality process/ Integrity/ company policy/ product policy etc.
• Problem resolution, innovation and team player.

Requirements:

1. Educational Qualifications High School/College Diploma
2. Work Experience Call center, Banking/Finance Industry, customer service and follows Communication cycle.
3. Fluency & Communication Skills Fluent in verbal/written communication.
4. Flexibility Ready to work in different shifts. 24 X 7 work culture, Available for emergency shifts & overtime.
Benefits:
COMPENSATION:
1. Salary as per HR and in line with market
2. Night Shift Allowance
3. Overtime(Public holiday, Extra hours etc)