Officer, Customer Support (UAEN)

Role Purpose

1. Receive and review customer complaints submitted through various channels such as phone, email, social media, or online platforms.
2. Investigate complaints by gathering relevant information from customers, internal teams, and any other relevant sources.
3. Work with relevant departments or teams to find solutions to customer problems.
4. Provide timely and effective responses to customers with the aim of resolving their complaints to their satisfaction.
5. Escalate critical cases as per set process and delegation of authority.
6. Maintain open and clear communication with customers throughout the complaint resolution process.
7. Explain company policies, procedures, and possible solutions to customers.
8. Follow up with customers to ensure that their issues have been resolved and that they are satisfied with the outcome.
9. Build and maintain positive relationships with customers by demonstrating empathy and a commitment to resolving their issues.
10. Identify opportunities for service recovery and implement measures to prevent future complaints.
11. Ensure that complaint-handling processes adhere to company policies, industry regulations, and quality standards.
12. Participate in training and quality assurance programs to improve complaint management skills.

Key Requirements and Qualifications

1. Bachelor's degree in a relevant field (e.g., Business, Customer Service, Quality Management).
2. Previous working experience in Customer service with focus on Complaints management is a plus.
3. Knowledge of using customer relationship management (CRM) software and data analysis tools is a plus.

Skills and Competencies

1. Strong communication skills, both verbal and written.
2. Excellent problem-solving and analytical abilities.
3. Empathetic and patient demeanor.
4. Knowledge of relevant industry regulations and compliance standards (if applicable).