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Customer Service Assistant

International Gemological Institute DMCC

Posted on November 11, 2019

2 - 6 years United Arab Emirates - United Arab Emirates

Any Graduation. Any Arabic National

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Job Description

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1. Position Summary:

The role of the Customer Service Assistant is to be the face of the organization; the first point of contact interacting with clients and visitors coming to the office.

Primary Responsibilities-

• Receiving precious materials from clients for laboratory services of grading and certification
• Physical verifcation of the material count and recording precisely the information in the IT systems of the company
• Preparing the necessary documentation for issuing the jobs in operations
• Communicating with clients for job updates and tracking approvals of laboratory results
• Receiving the completed jobs and preparing the necessary documentation for delivery and invoicing to clients
• Preparing reports and updates as needed by the management for commercial aspects of the business

Secondary Responsibilities-
• Handling general incoming telephone calls and emails to the company
• Proactive communication with clients for upselling various products & businesses of the company
• Resolving client issues and queries to achieve a high level of customer satisfaction

2. Principal Accountabilities
• Ensuring the precious materials received are as declared physically with zero tolerance on mistakes.
• Capturing client requirements clearly & precisely through KYC & Take-in forms while ensuring full disclosure on estimated costs and delivery timelines
• Ensuring error free information upload in the IT system for job initiation
• Seamless and in-time communication and co-ordination with clients on in-process approvals necessary for job completion
• Delivering jobs to clients post verification of credentials, as per company guidelines on client specific payment agreements and ensuring correct documentation before delivery
• Coordinating with accounts department for the computation and generation of the tax invoices
• Assisting accounts department for customer payment follow-up and collections on a regular basis.
• Documentation of front office as per ISO 9001:2015 & 17025:2017 manuals of the company


Gold / Gems & Jewellery

Helpdesk / Customer Service / Telecalling

Desired Candidate Profile

3. Critical Challenge:
• The Customer Service Assistant is a challenging role which needs diverse skills to deliver results to delight customers
▪ A vivacious, positive and confident personality
▪ Mature, highly disciplined and concientous work ethics
▪ High attention to detail oriented

4. Unique Requirements & Skills:
• High Computer Literacy- Advanced Excel expertise necessary
• Language skills- Fluent in English (Spoken & Written) & Arabic (Business Spoken)
• Candidates should have 2 to 3 years of experience in customer service function.
• Arabic compulsory

5. Contacts:
• Internal: Customer Service Team, Laboratory Team, Education Team, Sales Team, Other global office teams
• External: Customers, Corporate Client's Representatives


6. Problem Solving & Decision Making:
• Ability to resolve customer complaints and difficult situations amicably
• Being a team player and cohesive employee
• Lateral thinking and problem solving capability in challenging situations
• Ability to see other view points and take informed decisions

Keywords

Customer Service Assistant Customer Service Officer IT systems upselling documentation contact interacting customer satisfaction client issues Resolving

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International Gemological Institute DMCC

International Gemological Institute DMCC

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