Customer Services Support - Buraydah, المملكة العربية السعودية - Aqualia

وصف

Aqualia is the fourth largest water company in Europe in terms of population served and the ninth largest in the world. We currently provide service to 43.5 million users in 17 countries, managing the complete water cycle, from the collection, purification and treatment of water collected from the natural environment, to its distribution and the collection of used water for its subsequent treatment and return to the environment from which it was obtained in optimal conditions that do not harm the environment.

We are looking for a Customer Services Support that will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The ideal CSS's genuinely excited to help customers, is patient, empathetic, and passionately communicative.

Responsabilities:

• Responding to Customer Inquiries: Promptly address customer queries related to water services, billing, and account information.
• Handling Complaints: Investigate and resolve customer complaints regarding water quality, billing discrepancies, or service interruptions.
• Billing and Payment Processing: Assist customers with billing inquiries, explain charges, and process payments accurately.
• Service Requests: Manage service requests such as new water connections, disconnections, and meter readings.
• Providing Information: Educate customers about water conservation, usage guidelines, and relevant regulations.
• Documentation: Maintain accurate records of customer interactions, transactions, and service requests.
• Communication: Effectively communicate with customers through various channels, including phone, email, and in-person interactions.
• Coordinating with Field Teams: Collaborate with field personnel to schedule maintenance, repairs, or inspections based on customer needs.
• Emergency Response: Be prepared to handle emergency situations, such as water supply disruptions, by providing timely updates to affected customers.
• Continuous Improvement: Identify opportunities for process improvements to enhance customer service and satisfaction.
• Compliance: Ensure compliance with regulatory standards and policies related to water service provision.
• Cross-Functional Collaboration: Work closely with other departments, including billing, maintenance, and engineering, to address customer concerns effectively.

Requirements:

• Professionalism.
• Excellent communication skills.
• Customer-centric approach.
• Proven experience in customer services, CRM on utilities business at least 5 years. Strongly recommended experience in water management sector.
• Degree or engineering related with the activity plus postgraduate training in marketing, customer service, billing.

Knowledge to be valued:

English fluent required (B2-C1). Spanish and Arabic valuable.

We offer:

• Incorporation in a company in full international expansion and with possibilities for growth and professional development.

• Stable position, permanent contract.

• Conditions aligned to the experience and knowledge provided by the selected person.