About the job

• Job summary: Responsible for performing full range of customer service oriented activities as directed by the Centre Manager General Responsibilities: Policy, Procedures, Process and Systems
• Ensure the compliance of organization’s policy, systems, processes, procedures, and controls in line with group delegation of authority policy so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner.
• Reporting
• Ensure that all reports are completed timely and comply with the business policies and standards.
• Manage the preparation of periodical management reports and progress reports to keep the business senior management informed about the progress of various initiatives and to facilitate decision-making.
• Comply with organization’s requirements in a timely manner.

• Job Specific Responsibilities: Handle all incoming customer request including routine, complex and follow up.
• Receive work related forms from customers, review of such forms to spot any grey area / complexity in order to simplify the flow of process to ensure smoothness of work at all times.
• Ensure that all the documents which related to the Customers submitted applications been well scanned and filed appropriately in TAQA Distribution document archiving system folders.
• Check and validate the accuracy and the validity of any entered data to customers care and billing system versus the original Customers submitted applications.
• Keep record/log of requests attended and submit daily/weekly/monthly report to immediate supervisors for info and feedback.
• Receive customer’s complaints and strive to answer and resolve the same as a first contact resolution within TAQA Distribution policies and procedures. Maintain a record on all customer requests and complaints and the status.
• Identify and escalate priority issues and route contacts to appropriate resource. Raise major cases to Business Centre Team Leader or Section Manager for higher level intervention and keeps customer updated on the progress of the case, ensuring minimal possible delay.
• Coordinate with relevant Departments or Sections to enable the provision of timely and satisfactory response to customers.
• Update customer’s computerized records, whenever requested.
• Provide customers with product and service information and process orders, forms and applications.
• HSE, Security, and Risk Protocols: The Employee shall adhere to all the HSE, Security and Risk Management Rules & Procedures communicated by the company, including:
• Taking reasonable care of their own health, safety, and security.
• Taking reasonable care of the health, safety and security of persons that may be affected by their acts or omissions at work.
• Co-operate with their employer with respect to any instruction and/or actions taken by the employer to protect the employee and/ or comply with HSE and security requirements.
• Report to their immediate line manager any situation which they have reason to believe could present a risk, hazard, or issue to an individual or the company and which they cannot correct themselves.
• Report all HSE and security incidents and work-related injuries.
• Not intentionally or recklessly interfere with or misuse anything provided at the workplace that supports the interest of HSE, security and welfare.

Financial Dimension

Non-Financial Dimension

Competencies Proficiency Level

• Profile Essential Requirements Bachelor’s degree in Business Administration or equivalent
• Up to 3 years of relevant working experience
• Desired Requirements Master’s degree in Business Administration or equivalent

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