Customer Service Agent

Job Code: EA-DXB-CS-0001

About The Job
The Customer Service Agent (CSA) is in charge of welcoming and greeting customers, maintaining and enhancing the Company’s standards of customer service.

Details

Key Tasks & Responsibilities

1. Maintain and enhance the company’s standards of customer service.
2. Welcome and greet customers.
3. Communicate with customers in person or via phone, email, or letter.
4. Investigate customer's problems and find solutions.
5. Build and drive a customer experience culture to positively impact the customer’s feelings.
6. Report major incidents that cannot be resolved to the Customer Care Supervisor.
7. Compile and generate reports on overall customer satisfaction as requested by Supervisor.
8. Follow policies and standard operating procedures.
9. Suggest any improvements to operational processes to enhance customer satisfaction.
10. Understand KPI requirements and call center staff goals and deliver on the requirements.
11. Meet with team members to discuss updates, work streams, performance and follow up.
12. Track and record customer service data and statistics.
13. Identify areas of improvement and advise Supervisor.
14. Work with management on customer service initiatives.
15. Utilize social media as needed to respond to customer complaints and praise.

General Responsibilities (for All EA Employees)

1. Respect and support fellow employees at all times.
2. Act safely and in an environmentally friendly way.
3. Safeguard confidential information and documents.
4. Respond to changes positively (technical advancements as well as organizational changes).
5. Preserve and protect the company’s reputation.
6. Be quality conscious and endeavor to get things done right the first time.
7. Be results-oriented. Alert others promptly when tasks may not produce the intended result.

Requirements

1. Experience in reading affection plans and real estate documents.
2. Capable of preparing written documentation.

Minimum Qualifications

1. University degree – Associate.
2. Knowledge of real estate will be a definite advantage.

Preferred Qualifications

1. University Bachelor degree in Business / Marketing / Communication / Accounting from an accredited institution.
2. Real estate license would be a definite plus.
3. Good understanding of documentation, written communication and reporting.

Competencies

Technical

1. Basic Accounting Skills.
2. Real estate fundamentals / Affection plan / Plot plan / Floor plan.
3. Good planning, organizational and project management skills.
4. Computer literate.