Customer Experience Executive (Arabic Speaker)

Supports and provides service support via Phone, email and web portal ensuring effective resolution of customers’ concerns in the quickest possible manner.ResponsibilitiesRouting the issue to the correct team by understanding the issue properly.Act as the first point of contact for customers for all issues related to emaratech service support.Gather and record accurate service support incident information.Listen and understand customers’ concerns, providing required guidance and information using the available resources.Ensure complete control of the call by managing difficult customer situations, responding promptly to the needs of the customers; identify and escalates issues as and when required.Perform primary investigation in all issues received.Follow up on escalated and re‑assigned service support requests and tickets.Identify solutions, contribute to the knowledge base and utilize it as required.Provide service health feedback based on received requests and tickets.QualificationsMinimum Diploma graduate or equivalent required.Knowledge of ITIL Foundation.Minimum 2 years of customer service experience.Experience working on Service Management Systems.Fluent in Arabic.#J-18808-Ljbffr