Customer Care Officer Pool
Saudi Credit Information Company - SIMAH
Riyadh, Riyadh Province, Saudi Arabia · Full Time
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- Experience
- Up to 1 yrs
- Salary
- —
- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- In office
- Education
- Bachelor or Diploma in related field
- Eligibility
- Candidates with a Bachelor's or Diploma in a related field and 0-1 years of customer service call center experience are eligible. Fluency in English and Arabic is required.
- Resume
- Required to apply
Where you'll work
Job description
Job Purpose
This role is designed to assist in managing the call center operations, ensuring accurate and efficient handling of customer inquiries regarding SIMAH's products and resolving disputes. The primary goal is to enhance customer satisfaction and uphold SIMAH's reputation as a neutral entity.
Key Responsibilities
Policies, Processes & Procedures: Adhere strictly to all departmental policies, standard operating procedures, and instructions to maintain a controlled and consistent workflow.
Day-to-Day Operations: Coordinate daily operational activities within the scope of the role to ensure seamless continuity of work.
Customer Service – Call Centre:
- Respond to customer inquiries via phone and other communication channels regarding SIMAH's products and services, contributing to the company's public image.
- Provide clear explanations and clarifications on credit reports, analyzing their components to ensure customer comprehension and acceptance.
- Offer first-level technical support for clients (members and customers) on technical issues, escalating complex problems to the appropriate product teams.
- Initiate and manage customer service tickets for commercial inquiries, ensuring timely follow-up.
Disputes Management:
- Effectively manage and clarify customer inquiries related to dispute cases.
- Escalate unresolved disputes to the Disputes Resolution Officer for further assessment and resolution within stipulated timelines.
- Collect and analyze customer-provided information to identify trends and suggest improvements for products, customer satisfaction, and SIMAH's brand image.
Consumer Product Promotion:
- Promote consumer products to the market through inbound calls and outbound "cold calls" to increase product visibility and support sales targets.
Reporting: Assist in generating accurate and timely reports to meet company and departmental requirements.
Safety, Quality & Environment: Comply with all relevant safety, quality, and environmental management policies and procedures for a safe working environment.
Related Assignments: Undertake other assigned duties as directed.
Additional Information
This position requires advanced proficiency in both English and Arabic.