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Customer Service Officer

Monday, July 16, 2018

Beirut District

  • Act as a focal point between staff and Head of Customer Care and After-sales Support Unit to enhance internal communication
  • Participate in the development and implementation of customer service policies, processes and standard operating procedures  to ensure all relevant procedural/legislative requirements are fulfilled
  • Review key performance indicators results, suggest improvement and ensure corrective actions are implemented as needed
  • Oversee customer complaints to make sure operations are executed as per policies, procedures and SLAs 
  • Schedule shifts according to business needs and peak times to ensure readiness at all times
  • Oversee the update of stock inventory on record-keeping system to ensure accurate levels of inventory are maintained at all times
  • Monitor overall quality of services provided and interfere when needed to maintain consistency and efficiency of customer facing activities
  • Ensure the implementation of proper preventive/corrective actions /improvement initiatives to increase customers’ satisfaction
  • Provide daily/weekly/monthly status reports to Head of Customer Care and After-sales Support Unit on achievements and overall performance status to get recommendations for improvement
  • Analyze different types of reports received from subordinates to assess performance and suggest improvements
  • Manage the day-to-day operations of customer service by facilitating related professional work processes in order to achieve high performance standards
  • Deliver on-job trainings as needed to enhance team capabilities and skills
  • Develop and motivate subordinates to ensure transfer of know-how and continuous positive work environment
  • Monitor subordinates performance and provide formal and informal feedback and appraisal in order to maximize efficiency