Alghanim Industries requests the appointment of candidates in Kuwait for the following specializations (3 job opportunities) شركة الغانم للصناعات تطلب تعيين مرشحين في الكويت للتخصصات التالية ( 3 فرص عمل )

• Comply with staffing schedules and break allowances
• Provide customers with accurate information at all times
• Address the customers in a friendly tone and provide them with the best experience possible, minimizing customer wait/ hold time
• Create complaint tickets correctly, in adherence with policies and procedures
• Update the database with the most recent customer information
• Handle stressed, angry and confused customers in the most positive way possible
• Escalate cases that require intervention by Shift in Charge or Call Centre Manager.

• Prior experience in a customer service role is advantage
• Good communication skills
• Able to communicate in Arabic and English
• Good computer skills

• · Work planning, organizing and coordinating daily activities.
• · Supervise quality process and team performance; implement rectified action plan, whenever necessary.
• · Coordinate with vendors to plan and organize new products training.
• · Coordinate with vendors’ technical team to finalize the issues raised by service team.
• · Regularly report progress on each job and quickly communicate delays or concerns with Senior Management.
• · Oversee the daily productivity of technical team to meet targets.
• · Plan the work-force to repair the customer return stock (dented), in timely manners.
• · Coordinate with reception CSR team for escalated cases.
• · Coordinate with Call Center for urgent escalated customer’s issues.
• · Keep a track of employee attendance and overtime for payroll purposes.
• · Complete jobs by developing schedules, assigning & monitoring work, gathering resources and implementing productivity standards.
• · Resolving daily job problems.
• · Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications.
• · Contribute to team effort by accomplishing related results as needed.

• · Disciplined approach & adapt to changes.
• · Processes and workflows oriented with good interpersonal skills.
• · Customer oriented.
• · Self-motivated & thrive under pressure.
• · Possess a responsible attitude.
• · 2-5 years of Supervisory experience in Electronics Home Appliance maintenance field (Washing Machine, Refrigerators, Dryers, Ac etc.)
• · High school diploma as minimum requirement.
• · Bilingual (Arabic & English)

• Achieve Legal Collection KPIs set by the management
• Maximize collection across various aged buckets, Nationality and Risky Segment
• Identify customers who have skipped the country to trace them in their home countries
• Supervision of day-to-day collection follow-up activities of team pertaining to Legal portfolio.
• Send SMS to overdue customers as per the policy
• Track Field visit effectiveness, deliver warning letters to customer
• Manage customer calls(inbound/outbound), handles queries or complaints
• Monitor agents Calling script, volume, field visit and ensure to capture necessary

• Provide support to the agents on collection issues, provide feedback to sales operation/management with respect to underwriting issues if any.
• Maintain good relationship with Police department to help in Car Seizure/other legal actions
• Co-ordinate with Legal court team for Court Order, renewal of legal actions on customers
• Review customer feedback received from agents and take necessary action
• Provide required training/support to the team and ensure that team is working optimally
• Conduct regular team meetings to discuss on issues, suggestion and provide solution
• Publish report on collection performance to the management as applicable
• Review various reports and identify the issues and provide timely solution

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