Overview

Job Purpose: Provide exceptional customer service, support, communication, answering customer queries and resolving complaints.

Key Responsibilities:

  • Answer incoming calls and make outbound calls.
  • Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
  • Take customer details and record the request in the ticketing system.
  • Advise the caller of when to expect a first line of response.
  • Allocate the request to the designated Service Provider and inform other concerned parties as appropriate.
  • Be aware of multiple calls regarding the same issue and advise accordingly.
  • Contribute to team effort by accomplishing related results as needed.
  • Escalate issues to concerned parties according to the escalation matrix and inform the caller .
  • Advise on company information
  • If required, closely monitor the progress of all jobs until closed and verify that the Service Provider has completed with sufficient information on work performed.
  • Any other customer facing activity as instructed.
  • Support in data management tasks and other tasks given by management.

Skills Required:

  • Strong command of the English language. Bilingual, a plus!
  • Strong organizational skills, interpersonal skills and a positive attitude
  • Strong verbal and written communication skills.
  • Conflict resolution / problem solving.
  • Strong communication and interpersonal skills.
  • People oriented.
  • Great multi-tasking abilities and attention to detail.
  • Technology savvy.

Qualifications & Experience:

  • 0 – 3 years.
  • Minimum High School Graduate or Equivalent.
  • Excellent interpersonal and customer service skills.
  • Experience working in a call centre or customer support role a plus.
  • Demonstrated proficiency in the Microsoft Office environment including Word, Excel, PowerPoint, and Outlook.
  • Willing to work in shifts.

Business Unit: GBU Energy Solutions
Division: ESI AMEA – GCC & Pak – UAE
Legal Entity: ENGIE Cofely Energy Services LLC
Professional Experience: Junior (experience < 3 years)
Education Level: Bachelor’s Degree

About ENGIE Solutions Middle East

At ENGIE Solutions, we believe in providing solutions, not just services. We bring to the table integrated, tailor-made, financed, technology-enabled, and data-driven facility management solutions that improve energy and asset performance for cities, communities, industries, and properties.