Customer Care Support Intern

Responsibilities:
• Service mall rollout support – factor uploads in SAP, creation of customer and user accounts in mall
• Order tracking and expediting – monitor unbooked orders, trace and update orders till confirmation of delivery, post-delivery clarifications
• Track repair and the investigation status and flag delays.
• Support with visa applications, gate passes, trainings
• Daily maximizer case monitoring – more info reminders, SSS/HQ reminders
• Scope of the role is related to below:
• GSP Support – creation of GSP activities, monitor unassigned activities, GSP data quality monitoring, productivity reporting data exports
• HQ request creation in CIGO, use of Spares on Web
• ASSIST monitoring and KPIs for technical support tickets – escalate delayed cases as well as weekly reporting on open tickets
• Mall order routing, RPA order routing
• NPS data generation, filtration via CCC, and related phone calls
• Monthly KPI reporting as well as SRR report preparation for HQ
• Monitor customer portals for latest RFQs for spares e.g. PDO, QAPCO etc.
• Support the Customer Care Center’s (CCC) team in Dubai by handling main IT tools monitoring, data entry, task creation and development of special portals.