Customer Experience Executive (Arabic Speaker)

Supports and provides service support via Phone, email and web portal ensuring effective resolution of customers’ concerns in the quickest possible manner

Routing the issue to correct team by understanding the issue properly

Should act as a first point of contact for customers for all issues related to emaratech service support.

Gathers and Records accurate service support incident information

Listens and understands customers’ concerns; provides required guidance and information using the available resources

Ensures complete control of the call by managing difficult customer situations, responding promptly to the needs of the customers; identifies and escalates issues as and when required

Performs primary investigation in all issues received

Follows up on escalated and re – assigned service support requests and tickets

Identify the solutions and contributes to the knowledge base and utilizes it as required

Provides service health feedback based on received requests and tickets

Requirements

• Minimum Diploma graduate or equivalent required
• Knowledge of ITIL Foundation
• Minimum 2 years of customer service
• Experience in working on Service Management Systems
• Fluent in Arabic