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