ERC Sr. Associate

Responsibilities :
• Receive queries via phone in English and Arabic, email or chat and log contacts into the shared service case management system
• Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate where these cannot be resolved
• Take ownership of customer / employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus
• Identify gaps in the supporting documentation and also areas where the level of customer service could be improved driving increased numbers of questions / queries being resolved at first contact
• Carry out audits and checks on responses and cases raised as required to ensure a high degree of accuracy and ongoing service delivery
• Communicate effectively both verbally and in written form with employees to explain and resolve queries and concerns. This could be via email, phone and chat / instant messaging
• Be part of a team that actively seeks customer feedback to improve levels of service
• Participation in the continuous improvement of HR processes.