موظف مركز الاتصال – general pension and social security


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موظف مركز الاتصال

general pension and social security

Dubai, UAE

Posted 2021/06/06 07:17:39

Expires 2021-06-13

Ref: JB1100005316

New

Job Description

Emirates National Standards Classification of Occupations

Call Center Agent

Role Summary:

The goal of this role would be to react to inbound calls also to resolve routine customer queries, complaints and transactions in a specialist and timely manner, consistent with GPSSA’s customer support KPIs and standards. In this role, the role holder can be responsible for generating knowing of GPSSA’s services and the many channels by which services could be availed. Most importantly, this role is in charge of delivering a fantastic customer experience to all or any of GPSSA’s customers.

Operational Responsibilities:

 

  1. Resolve routine customer queries, complaints and transactions received through the decision Center, consistent with GPSSA’s customer support standards
  2. Generate knowing of GPSSA’s policies and services to customers calling the decision Center, predicated on their customer segment (e.g., pensioner, beneficiary, insured, employer)
  3. Advise a person on the services that may be availed through different channels and guide a person through different process steps to greatly help them avail a specific service
  4. Navigate different systems to source answers/information to greatly help resolve a person query
  5. Escalate a customer’s query/complaint that can’t be resolved, by outlining and forwarding the query/complaint in a timely, comprehensive and professonally executed manner to the relevant department
  6. Log and keep maintaining all customer interactions in IntelliPen, capturing key data points and comprehensively accurately, and regularly
  7. Donate to the issuance and development of annual client satisfaction surveys to improve the client experience
  8. Help review comments from customers received to improve the services, tools, facilities and customer experience GPSSA offers
  9. Proactively flag any risks and propose potential mitigation actions to the client Services Manager
  10. to service delivery policies/standards and processes

  11. Adhere, Objectives and kpis, and established governance mechanisms to supply a high-quality customer support
  12. Identify and recommend potential improvement opportunities, to boost operational efficiency and improve the customer experience
  13. Commitment to the standards of the Emirates Program for Excellence in Governmental Service in the guts (7 stars)

 

People Responsibilities:

 

–           Develop and keep maintaining a confident working relationship with all colleagues, and help maintain a confident work place

–           Encourage teamwork and advocate knowledge sharing

–           Provide constructive feedback to aid a colleague’s development

Skills

Behavioral Competencies:

  • Effective Communication
  • Teamwork
  • Accountability
  • Result Oriented
  • Customer Focus

 

Technical Competencies:

  • Customer Complaint Handling
  • Pension Legislations & Guidelines
  • Service Standards
  • Product / Service Knowledge
  • Systems Knowledge

Education

Bachelor’s Degree in virtually any discipline

Sub Job Title

Call Center Agent

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Job Details

Dubai, UAE

Government Sector

Employer (Government Sector-Federal)

CUSTOMER SUPPORT and Call Center

1

Preferred Candidate

Career Level
BASIC LEVEL

Years of Experience
Min: 2 Max: 4

Degree
Bachelor’s degree

CONCERNING THIS Entity

GPPSA has assumed many achievements since its inception especially in extending the pension law umbrella to add every one of the UAE national working force in the federal ministries and entities as well as the local governments in Dubai, Sharjah, Ajman, Ras Al Khaimah, Um and fujairah Al Quwain Emirates. UAE nationals employed in the private sector are contained in the law in addition to employers also, one-man shop and professionals. Moreover, regulations covers the Gulf Cooperation Council (GCC) nationals employed in the country.

The Authority provides top quality services which are upgraded constantly to all or any of its stakeholders including contributors and pensioners and their beneficiaries to be able to meet their expectations, safeguard the pensioners rights and protect the near future generations.

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