Careers

• Answer incoming calls, respond to customer’s emails and follow up on customer queries where necessary.
• Customer complaints management and follow up.
• Identify and escalate issues to supervisors.
• Follow predefined communication scripts when handling different topics.
• Provide product and service information to customers and upsell IBG products and services where required.
• Research required information using available resources.
• Process orders, forms, and application.
• Route calls to appropriate resources.
• Document all call information, call logs and reports according to standard operating procedures.
• Document, analyze and alert the management team of trends in customer calls.
• Other duties as assigned.

Requirements:

• Graduation in any field with previous experience in a customer support role
• Strong verbal, on-call communication with good listening skills
• Ability to multi-task, set priorities and manage time effectively

• Provide solutions to clients by selling IBG services and developing long term relationships with prospective clients
• Maintains relationships with clients by providing regular support, information, and guidance, through extensive research and up-to-date knowledge on products and services available across all UAE and International jurisdictions
• Maintain an on-going relationship with all external touchpoints including the principles (jurisdiction authorities) and Channel Partners
• Ensure regular knowledge sharing with internal teams by keeping an eye on the latest industry trends and competitor activity
• Ensure that company defined standards of ethics, transparency and service quality are always maintained
• Attend regular educational workshops, networking sessions, business exhibitions and professional society events to maintain a relationship with industry peers
• Identifies business opportunities by identifying prospects and evaluating their position in the industry and researching and analyzing sales options

Requirements:

• Excellent communication skills with external customers and internal customers to maximize efficiency of service delivery and minimize complaints.
• Updated knowledge of UAE rules & regulations in relation to business licenses, visas and related services.
• Maintain a good working relationship with the on-field PRO team.
• Maintain an updated back end tracking mechanism to track progress on tasks for each client case.
• Regularly communicate with the higher management to prepare a strategy for operations to run efficiently.

Requirements:

• Graduate in any discipline
• 3-5 years experience in business operations experience
• Multi-tasking capabilities
• Stay up to date on UAE rules and regulations
• Strong problem-solving skills
• Excellent written and verbal communication skills in English. Other languages are an advantage.