Job Description

Date Posted: 2009-10-29 Ref. JB1345734

Customer Care Coordinator (Alfardan Marine Services Co.)

Job Overview:

•Responsible for dealing with the customer inquires, and handling customer complaints.
•To handle the customer Complaints Management System
•To retrieve data from the system for the daily released items
•To ensure that needed raw data is transferred on daily basis to the Call Center for service (technically correct).
•To ensure that complaints/queries will be processed properly within 48 hours
•To fill in Call Center - contact files in a comprehensive and clear manner.
•To ensure continuous improvement of the database by entering complete data in the agreed format.
•To initiate action for long term adaptation of processes.
•To accomplish a monthly, quarterly and annual target achievement and activity plan.
•To ensure to achieve customer satisfaction at all times.
•To contact customers after workshop visits and measure customer satisfaction regarding repair quality, handling process and staff approach.
•To maintain and supervise customer files, monitor the number of regular customers, the service penetration and basic data of customers and the items
•To create customer files for new customers and update old customers’ data.
•To update the Info Tower in the premise.
•To greet and attend lady customers as they enter the service reception, and seek out details of the vehicle concerned to report it later on to the service advisor who in his turn will diagnosis the problem.
•To update lady customers about their items and get their approval regarding the job that should be done in addition to the cost.

Skills

•Graduate of Business Administration or related discipline
•At least 2 years related experience in Marine industry
•Excellent oral and written communications skills
•Strong customer service skills
•Product knowledge
•Good Interpersonal skills

Note: Offers of employment are subject to references satisfactory to AFG. AFG will not communicate with your present employer until an offer has been accepted or your consent to such contact has been obtained. Any attempt to mislead AFG in the information submitted during this process may render null and void any contract of employment subsequently entered into.

Education

Bachelor's Degree