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خدمة العملاء - مراكز الاتصال في رأس الخيمة
أفضل تطابق
تصفية·1
خدمة العملاء - مراكز الاتصال
رأس الخيمة
راتب
نوع الوظيفة
نوع مكان العمل
الوحدة النقدية
الموقع:رأس الخيمة
الفئة:خدمة العملاء - مراكز الاتصال
سفير كلاود - الاستقبال63603518369794110
Cloud Spaces - Yas Mall
سفير كلاود - الاستقبال
هدف الدور: يُعد دور موظف الاستقبال وعلاقات العملاء الواجهة الأمامية لشركة Cloud Spaces وشركات عملائها. ويُعتبر هذا الدور محوريًا في تقديم خدمات متطورة، وإدارة التفاعلات مع العملاء، وأداء مهام الاستقبال، ودعم عمليات العملاء بمهنية وإيجابية وكفاءة. المسؤوليات الرئيسية: التفاعل مع العملاء والضيوف: • الترحيب بجميع العملاء والزوار وفقًا لمعايير Cloud Spaces. • التأكد من ترحيب جميع الأشخاص الذين يدخلون منطقة الاستقبال بطريقة احترافية وبابتسامة. • تقديم خدمة عملاء ممتازة، وتقديم المساعدة للعملاء بشكل استباقي. • تعليم العملاء حول وظائف نظام Cloud وأنظمة الخدمات التجارية الأخرى. • توفير معلومات محلية/سياحية للعملاء والضيوف (مطاعم، فنادق، فعاليات). مهمات الاستقبال والإدارة: • إدارة المكالمات الواردة بشكل احترافي (الإجابة على جميع المكالمات خلال 4 رنات). • تحويل مكالمات المبيعات إلى المدير على الفور (خلال 30 ثانية). • تسجيل جميع العملاء المحتملين الذين يصلون دون موعد، وضمان توفر مواد تسويقية كافية. • مراقبة قاعات الاجتماعات، وغرف الاجتماعات، ومؤتمرات الفيديو، وحجوزات المكاتب. • إدارة البريد والطرود الواردة والصادرة مع التوثيق السليم والإشعارات. • الحفاظ على منطقتي الاستقبال والأمانة السرية بحالة مرتبة ومحترمة. • التنسيق مع الأطراف الخارجية للصيانة (تكييف، إضاءة، تنظيف). • تنظيم حجوزات السفر والفنادق والأنشطة الترفيهية للعملاء. استقبال العملاء الجدد: • تخصيص أرقام هواتف وإعداد أنظمة الاتصال للعملاء الجدد. • تسجيل رسائل الترحيب ورسائل البريد الصوتي والتأكد من أن جميع الأنظمة جاهزة قبل وصول العميل. • تعلُّم وفهم نشاط كل عميل لتقديم دعم استقبال مخصص. إدارة تكنولوجيا المعلومات والمعدات: • تشغيل وإدارة هواتف بروتوكول الإنترنت، ومؤتمرات الفيديو، والشاشات التفاعلية، وآلات التصوير، والطابعات، وغيرها من معدات المكتب. • تحديث الشاشات الخاصة بالاستقبال وإعدادات الاتصال عند الحاجة. • استخدام الأنظمة الداخلية: Essensys / OPERATE، وبوابة Cloud Spaces عبر الإنترنت/التطبيق، وهواتف Cisco IP، وIMAGICLE. الفريق والتقارير: • التواصل المنتظم مع المدير حول عبء العمل والإنجازات وتحديثات العملاء. • المشاركة في اجتماعات الفريق، وفعاليات التواصل، والتدريب الداخلي. • دعم أعضاء الفريق والمساهمة بشكل إيجابي في بيئة العمل. مؤشرات الأداء الرئيسية (KPI): • تحقيق الكفاءة في جميع الأنظمة والأدوات والمعدات خلال 3 أشهر. • تحقيق الحد الأدنى من مهارات الأمانة السرية junior والقدرة على تقديم خدمات دعم قابلة للفوترة. • إضافة قيمة إلى Cloud Spaces وعملائها من خلال تقديم خدمات ودعم استثنائيين. المتطلبات: • يُفضل وجود خبرة سابقة في مجالات الاستقبال أو علاقات العملاء أو خدمة العملاء. • خبرة في الإدارة المكتبية والأدوار التي تتطلب التفاعل مع العملاء. • معرفة بأنظمة تكنولوجيا المعلومات وأنظمة الاتصال (هواتف بروتوكول الإنترنت، مؤتمرات الفيديو، أنظمة الحجز). المهارات والسمات: • الموقف: إيجابي، واثق، حماسي، ودود، صادق، وسهل التواصل. • الاتصال: - وضوح في التعبير، مهذب، ومحترف. - إجادة ممتازة للغة الإنجليزية كتابةً وتحدثًا؛ اللغة العربية ميزة إضافية. - القدرة على المتابعة وإبقاء أصحاب المصلحة على اطلاع. • التركيز على خدمة العملاء: - استباقي، موجه نحو الحلول، ومركز على العميل. - قادر على بناء علاقات مع الحفاظ على الحدود المهنية. • أخلاقيات العمل والاحترافية: - الدقة في المواعيد، والموثوقية، وعدم التركيز على ساعات العمل فقط. - القدرة على الأداء الجيد تحت الضغط والحفاظ على الهدوء في البيئات المتغيرة. • الانتباه للتفاصيل: - مستوى عالٍ من الوعي والقدرة على توقع احتياجات العميل. - الحفاظ على السجلات منظمة وضمان الدقة في المهام. • المرونة ومدى ملاءمة الثقافة: - القابلية للتكيف مع احتياجات العملاء المختلفة والمهام اليومية. - نشيط، تعاوني، ومُلتزم بإضافة قيمة للفريق. • الكفاءة التقنية: - شعور بالراحة في استخدام معدات تكنولوجيا المعلومات المكتبية وأنظمة الاتصال وأدوات البرمجيات. السمات الشخصية: • المظهر المهني والهندام المتناسق مع معايير علامة Cloud Spaces. • النزاهة القوية واحترام السرية. • الرغبة في التعلم، وطرح الأسئلة، والمساهمة في نجاح الفريق. • موقف إيجابي مع ابتسامة صادقة وشغف بمساعدة العملاء.
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