Back Office Agent  Job in Dubai UAE

Back Office Agent  Job in Dubai UAE

Company          : saasfaprod

Location           : Dubai, UAE

Timing               : Full time

 

JOB DESCRIPTION

  • Assigning the Activities from the concerned tools
    • Activation / Modification – Verifying the below:
    • Account creation under Customer’s Name and checking the availability of all the documents required such as Application forms, Valid IDs and Residence visa, Tenancy Contract, NOC / Authorization if required and all other mandatory documents based on the type of request.
    • Cross verification of the authorized person and other customer information in existing system records with the issued documents
  • Activation / Modification as per the Assigned Activities
    • Ensuring the correct / complete description of customer’s request and other details from the Activity. Ensuring the availability of necessary documents are attached before activation.
    • Executing the activation or modification requests as per the requirements and information provided in the Activity description and also by doing a verification call to the customer.
  • Confirmation and Communication
    • Confirming the request fulfilment to the concern team, through email attaching the details of the request such as account number, Work order number and Site schedule date.
  • Updating the Tracker and the CRM
    • Updating the concerned Tracker and the CRM with the required information of the fulfilled order and leaving the queue to the concerned group. Further actions and modifications on the request also should be captured in the Tracker and CRM and they should be closed once all the pending issues have been resolved.
  • Co-ordination and Follow up:
    • ITCRM / GIS / CSM
      • bringing up TTs for technical, server, or network problems encountered when carrying out the required services with the relevant data and documentation; Monitor the situation and ensure that the requests are fully fulfilled within the defined SLAs. In particular, connecting the address to the client’s account (GIS) will help to prevent a negative customer experience.
        requesting an urgent installation from the CSM team in the event of an escalation.
  • Make sure that all policies and procedures are followed, such as the finance policies and procedures, contact center policies and procedures, etc.
    updating with new procedures and policies to comprehend business standards and to indicate on processing customer requests to retain accuracy, quality, and efficiency, as well as refreshing outdated processes with appropriate task instructions.

QUALIFICATION AND EXPERIENCE

Qualifications:

  • Diploma or Degree holder (Management Information Systems), or equivalent

Experience:

  • Minimum 2-year experience of working in a Back-office Operations / Retail Operations
  • Experience from a Call Center or Retail environment is preferable.

REQUIREMENTS

  • Strong self-motivation, drive, initiative and results orientation
  • Flexible, creative and adaptable to changing environments and pressures.
  • Excellent verbal and written communication skills with an ability to analyze data and think A to Z of consequences.
  • Strong analytical and product management skills, including a thorough understanding of how to interpret customer’s business needs and translate them into application and operational requirements.
  • Ability to interact professionally with a diverse group of people, all levels within the organization such as executives, managers, and subject matter experts.
  • High levels of computer literacy in Word, Excel, Access, Power Point, Outlook and presentation skills
  • Proficiency in business applications such Siebel, BSCS, POS and Oracle highly desirable

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