Customer Service Representative ManpowerGroup

Customer Service Representative ManpowerGroup careers Dubai

The candidate is expected to follow a selected number of clearly defined procedures under general guidance. Handles inquiries of moderate scope and complexity within customer service areas, such as:

• Account Management
• Customer Issue Resolution
• Customer Inquiry Support
• Customer Service Analytics
• Service Automation – Inbound & Outbound calling

Responsibilities:

• Handles inquiries of moderate scope and complexity.
• Uses basic analytical skills to interpret information, examine variables, draw conclusions, and assess alternative methods.
• Handles varied customer transactions, including inbound calls, service complaints, general product inquiries, customer order entry and servicing customer accounts.
• Communicate with other departments and providers to research and resolve issues, identify and implement service solutions; monitor progress using service measurement systems; identify areas to improve communications and efficiency of operations through continuous improvement efforts; work to enhance knowledge in key service areas; creates basic reports and provides moderate analysis
• Handles customer inquiries/complaints of moderate scope and complexity such as product returns/exchanges, pricing issues, product promotions, where to buy products, etc. and suggests improvements to respective department(s)
• Analyzes, recommends, and suggests alternative solutions to meet customer needs and/or account specific needs. Builds credibility and trust with customers by providing value added services such as recommendations for product applications, promotional opportunities, order enhancement, related sales, etc.
• Assists in reviewing specifications for customer service methods and procedures, performs order management including shipping routings, order consolidations, import/export, expedites, investigates customer billing issues
• Reviews purchase order requirements to ensure compliance with terms and conditions. Follows up with customer before accepting order if non-compliant orders, participates in customer meetings to identify areas of opportunity to improve customer satisfaction, communication, and efficiency
• May serve as a subject matter expert for ongoing business transformation efforts for assigned area of responsibility.
• Actively participates in relevant corporate programs/initiatives, complies with professional and quality standards, complies with corporate policies and procedures, and acts in a manner consistent with company values and ethical standards.

Requirements/Qualifications:

• B.A. in Business Administration or its equivalent
• 3 years of experience in export and customer service operations
• Basic knowledge Customer Service Theories & practices within Customer Service (such as Account
• Management, Upselling, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics).
• Fair knowledge of Letter of Credit & incoterms.
• Makes continuous progress to achieve required level of tech/process/systems knowledge.
• Develops knowledge of assigned area of responsibility including product and market detail and structure, organization, and business.
• Knowledge of technology such as customer portal, social media, social community, CRM tool, etc.
• Knowledge of computer programs and corporate systems relevant to the assigned area of responsibility is normally required.
• Excellent communication (written & spoken) skills in English; Arabic would be an added advantage but not mandatory.

Skills and Expertise:

• Customer Service mindset & Problem-solving skills
• Processes & Procedures driven
• Team player, results driven & independent approach
• Ability to operate with multiple platforms MS Office, and solid Excel skills.