Customer Service Advisor

Roles and responsibilities

Position summary

• To handle reception area activities.
• Serves as the first point of contact with the firm and the office for visitors and callers.
• Handle all internal and external inquiries and carry out administrative activities of the front office.
  

Customer

• Greet visitors, arrange relevant passes and make sure all callers and visitors are dealt with promptly, courteously and accurately
• Ensure visitors are made comfortable, met on a timely basis by their host, shown to the appropriate room and assisted with parking if relevant.
  

Internal Process

• Managing floor operations eg.cleaning, FM, meeting rooms, hourly floor checks
• Fills up the CAFM form/App for any facilities/maintenance issues
• Checks meeting room bookings day before for full day, wrong floor etc - liaise with staff directly or advises Central Floorhost.
• Deals with daily issues if EA cannot handle.
• Check occupancy against bookings on assigned floor/s
• Sits when not on cover at floor host receptions
• Maintain visitor logs
• Manage Parking Validators Logs
• Coordinate with mailroom for outside delivery/courier services with the help of
• Perform general maintenance of the reception area
• Coordinate with Security where relevant
• Act in accordance with regulations
• Perform other administrative duties as required (eg. Issuing PwC access cards)
• Act as a key resource and liaison to other functional areas of the business, building cross-functional relationships as needed
  

Learning and Growth

• participate in and lead various projects. One example is co-piloting the training for all receptionists during the MS migration , where you will serve as the project champion.
• Unlimited access to Vantage , our online training portal, to support your continuous professional development.
  

Requirements

• UAE National with Family Book
• High school certificate (equivalent) or Bachelor’s degree
• Fluency in spoken and written English, proficiency in Arabic is an advantage
• Min 1-3 years of experience in customer service related role such as front desk or receptionist role
  

Specific Skills

• Experience with a professional services firm is an advantage
• Knowledge and Skills
• Strong organizational skills
• Excellent oral communication and interpersonal skills
• Must possess a professional telephone manner
• Demonstrated ability to work under pressure
• Demonstrated team player
• Must possess a warm, friendly and professional demeanor
  

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Desired candidate profile

A Customer Service Advisor is responsible for handling customer inquiries, resolving issues, and providing a positive experience for customers. This role is essential in maintaining customer satisfaction and fostering loyalty. Below are key skills, responsibilities, and attributes for someone working as a Customer Service Advisor:

Key Skills for a Customer Service Advisor

1. Communication Skills

• Verbal Communication: The ability to clearly explain information to customers, listen actively to their concerns, and respond in a calm, friendly, and professional manner.
• Written Communication: Proficiency in crafting clear and concise emails or messages to customers, especially for handling queries via email or chat.
• Empathy: Ability to understand the customer’s perspective, showing care and patience when dealing with their issues.

2. Problem Solving and Conflict Resolution

• Critical Thinking: Identifying the root cause of customer issues and offering effective solutions.
• De-escalation Techniques: Handling frustrated or upset customers in a way that calms the situation and resolves issues amicably.
• Creative Solutions: Finding alternative solutions to problems when standard processes may not apply.

3. Product Knowledge

• Understanding Products/Services: Deep knowledge of the company's products or services in order to provide accurate information, troubleshoot, and guide customers.
• Ability to Learn Quickly: As products and services evolve, customer service advisors must be able to quickly adapt and learn about new offerings.

4. Active Listening

• Fully Engaged Listening: Paying close attention to customers' concerns without interrupting, which helps in identifying specific needs or problems.
• Clarification: Asking follow-up questions to clarify any uncertainties and ensure you understand the issue completely.

5. Time Management

• Efficient Case Handling: Prioritizing tasks effectively, especially when managing a high volume of customer queries.
• Multitasking: Managing multiple inquiries or tasks at the same time while maintaining quality service.
• Organization: Keeping track of ongoing issues and ensuring that follow-ups are timely.

6. Patience and Emotional Intelligence

• Staying Calm Under Pressure: Remaining calm and composed even when dealing with difficult or upset customers.
• Managing Stress: Knowing how to manage emotional responses and maintain a positive demeanor throughout difficult interactions.

7. Customer Relationship Building

• Personalized Service: Building rapport with customers, making them feel valued, and developing trust.
• Customer Retention: Going beyond just solving a problem to ensure customers remain loyal to the brand.
• Customer Education: Helping customers understand how to use products or services, which can lead to greater satisfaction.

8. Technical Skills

• CRM Software: Proficiency in using Customer Relationship Management (CRM) tools like Salesforce, Zendesk, or HubSpot to track customer interactions, update case statuses, and store information.
• Call Center Technology: Familiarity with phone systems, live chat platforms, or help desk software to manage customer inquiries efficiently.
• Data Entry: Accurately recording customer information and inquiries into the database.

9. Attention to Detail

• Accurate Information: Ensuring that customer information, queries, and responses are correctly documented.
• Accuracy in Problem Resolution: Paying attention to the specifics of a customer’s issue to provide an accurate and timely resolution.