Customer Service

QAR 7,000

• Responsibilities may be delegated, but escalation does not remove responsibility from the individual accountable for a specific action.
• Ensure that all reported incidents prepared and notified to all concerned personal and senior management through e mail.
• Ensure that all incidents received by the Service Desk, thought emails are recorded in the reporting system.
• Identify nature of incidents based upon reported symptoms and categorization rules supplied by provider groups.
• Prioritize incidents based upon impact to the users and guidelines
• Responsible for incident closure and updating all issues.
• Delegates responsibility by assigning incidents to the appropriate provider group for resolution based upon the categorization rules
• And Performs post-resolution customer review to ensure that all work services are functioning properly and all incident documentation is complete
• Prepare reports showing statistics of Incidents resolved / unresolved
• Preparing the daily and monthly time sheet of the section staff
• Work with customer service manager to ensure proper customer service is being delivered
• Close out or open call records
• Compile reports on overall customer satisfaction
• Handle changes in policies or renewals
• Resolve customer complaints via phone, email, mail or social media
• Answers incoming customer calls regarding billing issues, product problems, service questions and general client concerns
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
• Update customer information in the customer service database during and after each call
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
• Impact the company’s bottom line by problem solving and turning frustrated clients into repeat customer

Listing ID: 3875c347679cc220

January 8, 2019 1:08 pm

305 days, 10 hours

Additional Info

First NameMohamed
Last NameAbd El Nasser
EducationB. Com
Field of StudyCommerce
College or UniversityZagazig University
Time Period4 years
Job TitleControl room Operators

Work Experience

Hemaya Security Services Company - Operation command center State of Qatar
Administration / Central Control Room Operator August 2012 – Present
Dubai World Security Company U.A.E from 25/03/2008 to 31/07/2012
Security services

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