• Put customer needs first, be energetic and provide first call resolution (FCR) to all the customers.
• Support Call Centre team with their inquiries
• Handle customer calls transferred from the call center.
• Handle contractors and technicians’ calls
• Monitor command Centre maintenance queue via field service view tracking.
• Evaluate problems of the maintenance request, verify details are good enough to log the request for the site team contractor to act upon
• Promptly coordinate with the Site team on regular intervals to ensure upcoming appointments are attended as well as necessary updates are done by them on existing one.
• Identify and escalate issues appropriately and ensure a timely response.
• Ensure best in class customer satisfaction is provided on the service request.
• Support customers on multiple channels and verify information as per process.
• Educate customers on procedures, and processes to ensure the interaction is valuable to the customer.
• Ensure escalations are followed up within specified timeline.
• Minimum Diploma Degree /bachelor’s degree
• Minimum 2 years of contact Centre experience in a Soft Skill driven environment
• Good English language skills required. (Arabic language skills preferred)

• Excellent communication skills both written (Email/Chat) and verbal (Voice)