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ERC Senior Administrator

Souq.com, An Amazon Company

Posted on January 13, 2020

2 - 3 years Dubai - United Arab Emirates

Any Graduation. Any Nationality

Opening 01

Job Description

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Receive queries via phone in English and Arabic, email or chat and log contacts into the shared service case management system
• Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate where these cannot be resolved
• Take ownership of customer / employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus
• Identify gaps in the supporting documentation and also areas where the level of customer service could be improved driving increased numbers of questions / queries being resolved at first contact
• Carry out audits and checks on responses and cases raised as required to ensure a high degree of accuracy and ongoing service delivery
• Communicate effectively both verbally and in written form with employees to explain and resolve queries and concerns. This could be via email, phone and chat / instant messaging
• Be part of a team that actively seeks customer feedback to improve levels of service
• Participation in the continuous improvement of HR processes.
• Shift working patterns, 7 days a week (40 hours a week)
job requirements
More than 2 years
Not Specified at least

Internet / E-commerce / Dotcom


Desired Candidate Profile

• Ability to read write and speak Arabic is a must
• Experience with Call handling and HR Case Management tool is mandatory
• Bachelor s degree required from an accredited university
• Superior attention to detail and ability to prioritize in a fast-paced environment to work in this rapidly changing HR environment
• Experience creating process documentation
• Ability to self-audit for very high level of accuracy.
• Ability to prioritize workflow daily and ensure service levels are achieved at all times
• MS Office experience required - Proven experience working with Windows, Word, Excel, and PowerPoint
• Established subject matter expertise in Client Servicing
• Knowledge of the organizations inter-department relationships and the ability to work with all levels of the organization
• Should be flexible for working in 24/7 environment mandatory
• Has an experience in a HR Shared Service Environment.
• Has an experience in Peoplesoft
• Has an HR Experience
• Has worked in a Call Center environment


ERC Senior Administrator


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Souq.com, An Amazon Company

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