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موظف خدمة عملاء Customer Service Officer | وظائف السعودية

موظف خدمة عملاء  Customer Service Officer | وظائف السعودية


Customer Service Officer - CMAC

موظف خدمة عملاء  Customer Service Officer | وظائف السعودية
موظف خدمة عملاء  Customer Service Officer | وظائف السعودية

Report to: CMAC Manager

Job Description  

To be first point of contact with Maximus Gulf for Job Seekers who are looking for work. Working in a call centre environment, you will project a professional company image through telephone interaction with the use of effective communication and interpersonal skills.  Working with external customers, making calls and booking appointment. Whilst working accurately to meet required contractual deadlines.

Job Responsibilities

  • Updating and maintaining customer information on computer systems, ensuring information is accurate, up to date and useable
  • Make outbound call to Job Seekers and maintain appointment booking systems using the Maximus WQ database
  • Answer customer questions regarding referral processes and contractual requirements, providing appropriate information
  • Ensure that contractual obligations are met with the turnaround of referral to initial customer appointment
  • document all interaction and update caseload management system with appropriate data.
  • Maintain updated knowledge of the Maximus Programme Suite including knowing where to access respective policies and procedures.
  • Perform data entry, as caller is providing information over the phone, in accordance with established individual objectives and defined quality levels.
  • Perform Initial Appointment scheduling within the specified contractual policies and procedures.
  • Meet or exceed performance indicators as defined for this position.
  • Meet all training requirements as specified by Line Manager, actively participating and maintaining a positive attitude.
  • Operate IT and general office equipment under general direction to include; Networked Computer, Telephone, Headset.

Compliance

  • Maintain and report statistics relating to the provision of our services and performance including advising on potential risks and issues
  • Comply with the Maximus security practice to ensure customer data is always dealt with in a confidential and secure way, and our obligations around this are maintained

Performance

  • Achieve individual and team targets to support the business unit delivering to profitable targets and within budget
  • Assist in the development of a quality service meeting all contractual requirements and required deadlines
  • Provide support for colleagues absence, covering extra duties as required

Technical Knowledge

  • Maintenance of software packages and specialist database technology relevant to Maximus UK
  • Develop/maintain Excel spreadsheets in line with required Company statistical data
  • Use of MS office to word process reports and general correspondence
  • Accurate Key Board Skills

Qualifications and Skills

  • Ideally possess a recognised customer service qualification
  • Proven history of customer service experience within a similar environment
  • Excellent listening and interpersonal skills
  • Ideally a minimum of two years work experience within a similar role
  • Proven success in achievement of targets in a high performance culture
  • Great telephone etiquette and demeanour
  • Excellent customer service skills with a flair for building quick rapport

Personal Attributes

  • Experience of a customer service and call centre environment
  • Enjoys working with the public and responding promptly to customer queries and requests and follow up enquires not immediately resolved
  • Maintains professional verbal and written communication skills
  • Can be flexible to multitask as required, work independently and within a team
  • Performance and delivery focused - works to targets and deadlines
  • Resilience and resourcefulness
  • Approachable personality with good interpersonal skills
  • Is able to maintain systems and recommend process improvements as appropriate

General

  • Act at all times within the company policies and procedures
  • Represent the Company at all times in a positive, agreeable and competent manner
  • Deal with any other tasks, as and when required, appropriate to the position and situation

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