Customer Care Specialist
TECOM Investments
Total years of experience :13 years, 3 months
• Receive calls as per Department Guidelines to provide prompt response & superior service.
• Responsible to communicate with the caller to understand the nature of the issue.
• Carry out first layer troubleshooting & support to resolve issues online, as per the set business rules & defined products and service matrix.
• Direct the customer’s inquiries, requests, & support issues promptly to the respective units for necessary action and follow ups.
• Update database to keep track of inquiries and service requests.
• Identify potential customers for sales & escalate to the right department as per guidelines.
• Keep self updated on all products and services offered by the organization in order to handle customer’s calls effectively and accurately.
• Register complaints related to customers.
• Register customer inquiries and follow up with other TECOM colleagues.
• Handling any other tasks requested by the manager as per the task distribution list.
• Quote Preparation for Diaphragm Seals, Pressure & Temperature Gauges.
•Interacting with entire MENA region clients to finalize the orders.
•Order process in the ERP system along with Production schedule.
•Coordinating with logistics & Production department & supporting them for the documentation for timely delivery in order to meet the customer requirements.
•Preparation of weekly & monthly reports.
• Provide secretarial, administration and office support functions related to Sales division.
• Prepare submittals and correspondences for submission in coordination with sales and commercial team.
• Manage all business correspondence with Customer and managing their quotations/ orders on behalf of the Sales team.
• Coordinate with the operation, sales, commercial department for the Customer orders & supporting them to dispatch the orders on Time, prepare required project documents and follow-up for the payments.
• Ensured strict confidentiality in maintaining all the documents entrusted. Develop and maintained a secured filing system as per company policy.
• Provide wide range of administrative support to the company in managing the welfare of staff including total general office administration management.
• Co-ordination with various departments to ensure smooth working.
• Co - ordinate Contract & Tenancy Files.
• Compiles records of details
• Responsible for predictive and preventative maintenance management of all company assets and properties and administering of annual maintenance contracts for office equipments.