Customer Service Representative

Role Purpose:

The Incumbent is responsible for serving customers by providing information, resolving problems, and managing daily customer complaints reports.

Accountabilities:

• Receive complaints from the government, client and public by phone, email etc.
• Coordinate with customer service department for resolving customer complaints.
• Understand the Customer issue, determine the cause of issue and provide with the best appropriate solution to solve customer issues.
• Follow up with the Customer Service departments /Area Managers / Supervisors to ensure appropriate actions were taken regarding customer complaints.
• Receive accident notifications from police or concerned authorities and forward it to emergency response team and/ or Customer Service Dept.
• Maintain the customer and/ or client complaints and other related information in the system.
• Prepare the complaint reports and submit to the Customer Service Manager.
• Keep records of the correspondence and communications made related to the customer complaints.

Health & Safety:

• Ensure compliance with relevant laws and safeguard their own safety and health, as well as that of anyone who may be affected by their actions or omissions at work.
• Refrain from being under the influence of any intoxicating substances to the point where they pose a risk to themselves or others while on the job.
• Ensure compliance with the company's Health & Safety policy & procedures.
• Provide cooperation to the company's practices regarding safety, health, and welfare at work.
• Not to engage in any improper conduct that could endanger his / her own safety and health or that of anyone else.
• Participate in HSE training offered by the company.
• Make proper use of all machinery, tools, substances, etc. and PPEs provided for use at work.
• Promptly notify the immediate supervisor/manager/HSE representatives of any near-miss incidents, accidents, work-related injuries, or potential safety hazards, such as defects in tools or equipment, that may endanger the safety and health of individuals at the workplace.
• Be familiar with the work site emergency and evacuation procedures and evacuation routes.

Job Requirements:

Qualification & Experience

• High School Certificate / bachelor's degree / Diploma in any discipline.
• Certification / Diploma in office customer service will be an added advantage.
• Fresh graduate / 1 3 years of experience in Public awareness / Customer service / Marketing role.
• Waste Management Industry experience will be an added advantage.

Knowledge & Skills

• Waste Management & Recycling knowledge
• MS-Office (Word, Excel & PPT)
• Good oral and written Communication skills in English & Arabic
• Customer Service Skills
• Presentation skills
• Writing skills
• Marketing skills