eMushrif Inc. is a Muscat-based IoT and Artificial Intelligence product provider, with a growing presence in the MENA region. We are looking for amazing top-notch talent to join our world-class in-house team, to develop and operate IoT and AI-based products. Through its product Saar, eMushrif focuses on transforming normal school transportation into safe, simple, and smart school transportation.
We provide our people with a healthy and fun environment and a continuous growth culture which drives innovation and creativity, in addition to tools such as unlimited learning courses through our Learning Management System, which ensures the continued excellence of our team.
We are seeking a talent who can perform the following:
- Handles incoming technical support incidents, requests, and changes to ensure resolving any of the aforementioned.
- Manages personal call queue, ensuring calls are closed in a timely fashion.
- Provide updates and ensure ongoing customer communication is maintained.
- Escalates calls to the 3rd Line Team as necessary and follows up to ensure that the queries are tackled in a timely manner.
- Complies with the predetermined SLAs when handling any queries, incidents, amp; requests and adheres to the Standard Operating Procedures at all times.
- Prepares reports from time to time and as requested summarizes some of the assigned KPIs.
- Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
Requirements
- Bachelor's degree preferred
- At least 1-2 years of customer service experience are required
- Previous experience in a supervisory role is preferred
- Excellent written and verbal communication skills
- Ability to foster and maintain relationships
- Organizational skills with the ability to manage numerous projects and priorities at once
- Positive, service-oriented attitude
- Ability to thrive in a fast-paced and sometimes high-pressure environment
- Basic computer skills and excellent phone disposition
- Willingness to work independently or as part of a team
Benefits
- Performance Bonus
- Paid Time Off