Customer Care Assistant

Roles and responsibilities

• A Customer Care Support professional is responsible for providing assistance to customers before, during, and after their purchase or service experience, ensuring satisfaction and loyalty. They handle inquiries, resolve complaints, provide product or service information, and help customers with troubleshooting or technical support. Customer care professionals play a key role in shaping the customer experience, acting as a liaison between the customer and the company.

• Supporting the Customer Care Center's (CCC) team in Dubai by handling main IT tools monitoring, data entry, task creation and development of special portals:
• Monitoring customer portals for RFQs and order
• Managing order release requests in SAP
• Conducting Data cleanup exercises
  

Your success is grounded in

• Bachelor or Masters student in Electrical, Automation, or Computer Science Engineering
• Proficiency in Data Analytics, Artificial Intelligence, and other Industry 4.0 technologies.
• Strong interpersonal skills, problem-solving ability, and a customer-centric approach are vital for success in this role.
• Excellent verbal and written communication skills
  

You’ll benefit from

• Diverse and inclusive culture.
• An environment where everyone can bring their whole self and feel a sense of belonging.
• the foundation to develop personally and professionally.
• Extraordinary variety of learning & development opportunities

Desired candidate profile

. Customer Communication Skills

• Active listening: Ability to listen attentively to customers’ concerns or inquiries and respond effectively.
• Clear and concise communication: Ensuring that information is communicated in an understandable way, whether it’s through phone, email, chat, or face-to-face.
• Empathy and patience: Understanding customers' concerns and offering empathetic and calm responses, especially in difficult or stressful situations.

2. Problem Solving and Issue Resolution

• Identifying and diagnosing customer issues: Quickly understanding the problem and offering practical solutions or alternatives.
• Escalation management: Knowing when to escalate complex issues to higher-level support or management while ensuring the customer feels supported and heard.
• Follow-up: Ensuring that customers’ issues are resolved satisfactorily and following up to ensure ongoing satisfaction.

3. Product and Service Knowledge

• In-depth product knowledge: Understanding the products or services offered by the company, so that accurate and helpful information can be provided to customers.
• Up-to-date information: Staying current with new products, features, policies, and any relevant changes to provide the most accurate support.
• Training and learning: Regularly participating in training sessions to stay informed about updates, new offerings, and best practices in customer service.

4. Technical Support and Troubleshooting

• Technical troubleshooting: Assisting customers with technical issues related to products or services, especially in industries like IT, telecommunications, or software.
• Providing step-by-step guidance: Walking customers through troubleshooting processes, from basic to advanced solutions, ensuring a smooth experience.
• Escalation procedures: Knowing when to direct the customer to specialized technical support when the issue requires advanced expertise.

5. Multitasking and Time Management

• Handling multiple inquiries: Managing multiple customer issues simultaneously, whether through phone calls, emails, live chat, or social media.
• Prioritization: Effectively prioritizing urgent or high-impact customer issues while ensuring other inquiries are also addressed in a timely manner.
• Efficiency: Resolving customer concerns quickly while ensuring accuracy and quality of service.

6. Customer Relationship Management (CRM) Software Proficiency

• CRM tools: Familiarity with CRM software like Salesforce, Zendesk, HubSpot, or others to track customer interactions, manage tickets, and provide follow-up support.
• Documentation: Keeping detailed records of customer interactions, issues, and resolutions to ensure continuity and support future inquiries.
• Data management: Using CRM systems to access customer histories, preferences, and previous issues to personalize interactions.