Customer Care Associate

Roles and responsibilities

Support all Customer Care activities for the assigned Sales Center to support in the delivery of customer service strategy and maintaining high-level of customer satisfaction and experience across different communication channels.

Roles And Responsibilities

Fully responsible for the overall guest and visitor hospitality journey execution

Effective complaint management and conflict resolution skills.

Diligently apply all Hospitality and Customer Care protocols for all after-sale case management clients (complaints, escalations, collections, default, general inquiries)

Attend to high value customers and facilitate custom tailored services to all customer segments

Support Operational Excellence and maintain balanced relationship between front desk and back-office operations

Support departmental objectives by addressing customer issues, concerns, complaints and suggestions with customer centricity at the heart of the decision

Continuously review standard operating processes and workflows to identify ways to improve and increase customer satisfaction and operational efficiency

Work closely with internal stakeholders to support departmental aim to decrease complaints and increase satisfaction.

Take ownership and resolve accordingly complaints, customer inquiries and any urgent or critical service issues and decrease unnecessary escalations

Manage cases in alignment with Abu Dhabi, Dubai and RAK offices by Aldar with commitment to Interdepartmental and group SLAs as part of Customer Excellence and Operational Excellence vision.

Maintain a record on our system on all customer interactions and customer requests.

Qualification And Experience

RELATED YEAR OF EXPERIENCE:

Min of: 4+ years of experience in Customer Care, Hospitality, Banking and or Real Estate

FIELD OF EXPERIENCE: Experience in managing people or projects and or Senior Stakeholders.

Technical And Interpersonal Skills

Experience in guest and hospitality or customer care services for high value customers

Knowledge of performance evaluation and customer service metrics

Knowledge of CRM, customer service standards and customer quality delivery standards

Understanding of reporting and servicing protocols

Good organizational and leadership skills with a problem-solving ability

Excellent communication and interpersonal skills.

QUALIFICATION

Bachelor degree in Business Administration, Marketing, Finance or any related field.

Desired candidate profile

1. Customer Support: Responding to customer inquiries and providing assistance regarding products, services, or policies.

2. Issue Resolution: Identifying and resolving customer issues effectively, ensuring a satisfactory resolution.

3. Product Knowledge: Maintaining a deep understanding of the company's products and services to provide accurate information and support.

4. Documentation: Logging customer interactions, inquiries, and resolutions in the customer relationship management (CRM) system for future reference.

5. Feedback Collection: Gathering customer feedback and insights to help improve services and customer experience.

6. Collaboration: Working closely with other departments (e.g., sales, technical support) to resolve complex issues and provide comprehensive support.

7. Training Participation: Engaging in training programs to enhance product knowledge and customer service skills.

8. Escalation: Escalating unresolved issues or complex inquiries to higher-level support or management when necessary.

9. Customer Engagement: Promoting customer loyalty and retention by building strong relationships and ensuring customer satisfaction.

10. Performance Metrics: Meeting or exceeding performance metrics, such as response times, resolution rates, and customer satisfaction scores.

Skills

1. Communication Skills: Strong verbal and written communication skills to interact effectively with customers and colleagues.

2. Empathy: Ability to empathize with customers and understand their needs and concerns.

3. Problem-Solving: Strong analytical and problem-solving skills to address customer issues efficiently.

4. Adaptability: Ability to adapt to changing customer needs and respond to various situations with a positive attitude.

5. Attention to Detail: Meticulous attention to detail in documenting customer interactions and following procedures.

6. Time Management: Strong time management skills to handle multiple inquiries and tasks efficiently.

7. Technical Proficiency: Familiarity with CRM systems and customer support tools.

8. Team Collaboration: Ability to work collaboratively with team members and other departments.

9. Customer-Centric Focus: A strong focus on providing exceptional customer service and enhancing the customer experience.

10. Multitasking Skills: Ability to manage several tasks simultaneously while maintaining quality and accuracy.