Customer Service Supervisor-PWA-ITC-46-2018 - Power Systems & Information Technology

Jobs in Brief:

    Organize and supervise team members to ensure work activity is carried out efficiently, effectively and accurately

    Communicate performance expectations to the team and monitor progress

    Support investigating and resolving complex, difficult, non-standard or sensitive complaints/requests                                                                                                                                     appropriately, quickly and accurately

    Identify and implement areas of improvement for customers (internal and/or external) and the business as appropriate

    Ensure the repeat contact dashboard is kept up to date and monitor all action taken to resolve repeat contacts in a timely manner

    Train and mentor the team in the use of relevant systems to carry out their work to agreed standards

    Ensure all work under their responsibility is completed within the agreed KPI/SLA

    Ensure all team members comply with Ashghal’s Health and Safety Policy and Procedures

    Provide technical expertise and guidance and act as first point of escalation on       complex or difficult customer issues

    Actively participate in the implementation of customer service improvements and initiatives  as  directed  by  the  PWA Engineer ensuring all staff  follow agreed processes and procedures

    Ensure all necessary activities are undertaken to meet the E&CS responsibilities at the direction of Engineer.

    Ensure correct methodologies  and data recording processes are carried out by team members and all information is logged in the correct corporate systems

    Provide  team  performance  reports  to  the  PWA  Engineer  to  ensure  that  staff  performance  can  be  tracked  and appropriate action is taken when required

    As required, participate in the out of hours “On Call” Rota to ensure 24/7 cover is provided   to   respond   and   resolve complaints, Incidents and Emergencies

    Undertake activities as assigned by the PWA Engineer including attending or deput

Job Details

Preferred Candidate