EMFI Qatar Group is looking for a Customer Service Operator (for PWA ASHGHAL) with the following qualifications:

Qualification:

Minimum Diploma in relevant subject or above

Physically fit to enter and work in confined spaces and the ability to undertake competency assessment to level required (essential)

Current/valid Qatar Driving License would be an advantage

Experience:

Minimum of 8 years’ work experience in a similar position

In-depth knowledge of Customer Services and complaints registration.

Knowledge of Maximo EAMS or equivalent system with regard to operation, system administration and training

Knowledge of CRMS or equivalent system with regard to operation, system administration and training

Knowledge of Microsoft Office Packages and in particular Microsoft Excel 2010

Ability to communicate verbally and in writing in English is essential

Ability to communicate verbally and in writing in Arabic is preferred

Role/Duties:

Ensure all customer issues are captured in the source systems (CRMS)

Update the source systems namely Enterprise Asset Management System (EAMS)/ Customer Relationship Management System (CRMS) as required.

Ensure all work assigned is completed within the agreed KPI/SLA

Understand customer issues and requirements and process all Service Requests in a timely manner, ensuring KPI/SLA are met.

Escalate any potential workflow issues to the Customer Service Team Leader in a timely manner.

Maintain awareness of recurring problems on the Roads network and geographical boundaries to pick appropriate field resource to allocate work too.

Escalate customer issues where appropriate to ensure the best solutions for both the customer and Ashghal.

Identify blockers or issues which prevent smooth processing of customer requests and suggest ideas for resolution.

Liaise with stakeholders throughout Ashghal where appropriate, using various channels of communication, to ensure customer needs are met.

Act as an ambassador for Ashghal and deal with customers in a professional and courteous manner always

Cover for and/or assist other colleagues where required and according to business need.

Adhere to Health and Safety policies and procedures in work and other corporate procedures and comply to any new work instructions.

Perform other duties/ tasks as required.

Act as an ambassador for Ashghal and deal with customers in a professional and courteous manner at all times.

Adhere to Health and Safety policies and procedures in work and other corporate procedures and comply to any new work instructions.

Assist other colleagues where required and according to business needs

Interested candidate/s may send their CV to hiringemfi2022 @gmail.com

Job Types: Full-time, Permanent, Contract

Contract length: 36 months

Pay: From QAR1.00 per month