Answer all inbound calls in an efficient and professional manner in order to provide the proper response and solution to the enquiries / complaints.
Develop, maintain and update Mohamad Naser Al-Hajery & Son?s files and log all the calls on the System to safeguard fast retrieval of information when needed.
Ensure all calls are answered and resolved within the appropriate threshold and report any calls not managed within said threshold to Direct Manager.
Follow up on calls and enquiries where necessary in order to maintain high levels of customer satisfaction.
Provide prompt responses for all inquiries / complaints by replying to emails and fax messages.
Maintain up to date information on the latest updates and changes in Mohamad Naser Al-Hajery & Sons system / products in order to provide accurate information and high-quality services.
Identify high critical issues and transfer them to the Direct Manager in order to take proper action.
Identify high technical client issues and transfer them to the IT Division Concerned Function under the Information Technology Division.
Update the Direct Manager on work progress, pending tasks, complaints and incidents in order to ensure all clients? requests are resolved in a professional and timely manner.
Record all planned / unplanned Internet outages including the areas affected and down time while finding the proper solution for the cause behind these outages.
Provide internal trainings along with technical assistance to MNH employees in testing new products and their functional specifications.
Ensure all new MNH Employees receive Hardware requirements as requested by Management.
Ensure to manage complete entry and exit process for Mohamad Naser Al-Hajery & Sons Employees, including Hardware receipt and return process, email set up and cancelation process and all other related processes as needed by Management.
Perform other duties related to the job as assigned by the Direct Manager.
