Country: Kuwait
Location: KWT01: Al Tijaria Tower, 10th Floor, Al Soor Street, Mirqab
Key Responsibilities:
Attends phone calls received by the call center and captures client concerns as per the defined process.
Collects necessary information regarding call back, registers call back in MIS, dispatch technician and collects action report and complete call back report in MIS.
Co-ordinates with service examiners and supervisors to ensure that every callback is attended within the contractually agreed time limits.
Follows relevant procedures regarding status of contract, expiry date, pending payment etc. and inform Service Sales Engineers accordingly.
Generates daily call back reports, route wise reports, shutdown list or any other reports that are requested.
Updates service route charts in MIS at the beginning of each month and distributes route charts approved by the Manager – Service Field, to all service supervisors.
Input service time ticket data in MIS and submit monthly time ticket report.
Prepares local material requests’ (LSR) for service and installation department as instructed by the respective supervisor.
Performs filing/archiving of call back, repair, and maintenance SVR. (Service Visit Report) and yearly service schedule cards (pink cards) on route basis.
Minimum Qualifications
Associate degree in Arts/Science or equivalent
Minimum of 4 years of relevant experience in call centre operations in a construction/engineering organization
At least 2 years in positions of progressively increasing responsibilities
Fluent written and spoken English essential, Arabic preferred