{"id":13250,"date":"2025-05-04T15:14:37","date_gmt":"2025-05-04T12:14:37","guid":{"rendered":"https:\/\/hajarexcel.com\/customer-care-officer\/"},"modified":"2025-06-15T10:52:25","modified_gmt":"2025-06-15T07:52:25","slug":"customer-care-officer","status":"publish","type":"post","link":"https:\/\/hajarexcel.com\/ar\/customer-care-officer\/","title":{"rendered":"Customer Care Officer"},"content":{"rendered":"<h4 dir=\"ltr\"><span style=\"color: #0070c0;\"><strong><u>About Our Client<\/u><\/strong><\/span><\/h4>\n<p dir=\"ltr\"><span style=\"color: #000000;\">One of our clients, \u201cA company in Yemen&#8221;, is seeking to recruit a highly qualified employees where that company always relies on the recruitment of those with excellent educational qualifications and reputable people, and also to provide exceptional job opportunities.<\/span><\/p>\n<h4 dir=\"ltr\"><span style=\"color: #0070c0;\"><strong><u>Customer Care Officer <\/u><\/strong><\/span><\/h4>\n<p dir=\"ltr\"><span style=\"color: #92d050;\"><strong>Department: <\/strong><\/span><span style=\"color: #000000;\"><strong>Marketing and Sales<\/strong><\/span><\/p>\n<p dir=\"ltr\"><span style=\"color: #92d050;\"><strong>Travel Requirement:<\/strong><\/span> <span style=\"color: #000000;\"><strong>No<\/strong><\/span><\/p>\n<p dir=\"ltr\"><span style=\"color: #92d050;\"><strong>Place: <\/strong><\/span><span style=\"color: #000000;\"><strong><u>Sana\u2019a Governorate<\/u><\/strong><\/span><\/p>\n<p dir=\"ltr\"><span style=\"color: #92d050;\"><strong>End Date: <\/strong><\/span><span style=\"color: #ff0000;\"><strong><u>14 June 2025<\/u><\/strong><\/span><\/p>\n<h4 dir=\"ltr\"><span style=\"color: #00b0f0;\"><strong>Summary<\/strong><\/span><\/h4>\n<p dir=\"ltr\"><span style=\"color: #000000;\">The Customer Care Officer provides multi-channel support to customers by assisting with customer onboarding, addressing inquiries &amp; concerns, and offering proactive guidance. The role involves analyzing customer feedback and data to drive improvements in customer satisfaction &amp; retention. The incumbent handles customer relationships through Know Your Customer (KYC) processes and Customer Relationship Management (CRM) systems, ensuring accurate and verified records. The job holder collaborates closely with the Network Operations Center (NOC) and other teams, maintains up-to-date product knowledge, prepares customer-related reports, ensures compliance with company policies, and contributes to continuous service enhancements with a high standard of professionalism and data accuracy.<\/span><\/p>\n<h4 dir=\"ltr\"><span style=\"color: #00b0f0;\"><strong>Key Duties and Responsibilities<\/strong><\/span><\/h4>\n<ul dir=\"ltr\">\n<li><span style=\"color: #000000;\"><strong>Customer Support:<\/strong> Provide dedicated support to customers, in line with the NOC teams, promptly respond to customer inquiries and concerns, through multiple channels.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Customer Satisfaction:<\/strong> Conduct regular customer satisfaction studies, surveys, and data analyses to measure customer satisfaction.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Customer Feedback and Record-Keeping:<\/strong> Contribute, in line with the NOC team, to document all customer feedback in different categories (e.g.: inquiries, requests, complaints), ensuring that all records are accurately logged into CRM system.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Data Analysis and Continuous Improvement:<\/strong> Conduct regular analyses of customer data and feedback, using standardized templates, while ensuring continuous improvement.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Know Your Customer (KYC):<\/strong> Follows KYC polices to identify and verify customer identity and build accurate and verified customer information through systematic approaches.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Customer Relationship Management (CRM):<\/strong> Use CRM systems to track customer interactions, preferences, and history; build strong relationships with customers through CRM system and provide continued support on customer needs.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Product Knowledge and Expertise:<\/strong> understand products, services, and related policies to provide accurate information to customers regarding product features, specifications, pricing, and availability.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Team Collaboration and Communication:<\/strong> Collaborate with cross-department teams and share the knowledge to ensure excellent customer service and experience.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Compliance and Quality Assurance:<\/strong> Adhere to company policies, procedures, quality standards, and best practices.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Reporting and Additional Tasks:<\/strong> Prepare regular customer-related reports through the use of multiple company communication channels and systems.<\/span><\/li>\n<\/ul>\n<h4 dir=\"ltr\"><span style=\"color: #00b0f0;\"><strong>Required Skills<\/strong><\/span><\/h4>\n<ul dir=\"ltr\">\n<li><span style=\"color: #000000;\"><strong>Customer Service Skills:<\/strong> Ability to respond effectively with empathy to customer needs and concerns across various channels.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Communication Skills:<\/strong> Strong verbal and written communication skills for interacting with customers and collaborating with teams.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Analytical Skills:<\/strong> Proficiency in analyzing customer data and feedback for trends, insights, and continuous improvement.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>CRM Proficiency:<\/strong> Experience of using Customer Relationship Management (CRM) systems to handle and document customer interactions.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Attention to Detail:<\/strong> Ensuring accuracy in customer records, KYC processes, and reporting.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Teamwork and Collaboration:<\/strong> Ability to work closely with cross-functional teams, particularly the NOC team.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Time Management and Organization:<\/strong> Efficiently execute multiple tasks, prioritize customer needs, and meet reporting deadlines.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Technical Aptitude:<\/strong> Understanding of company products and services and the ability to explain technical details to customers.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Problem-Solving Skills:<\/strong> Ability to resolve customer concerns and support service improvement initiatives.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Compliance Awareness:<\/strong> Knowledge of KYC policies, quality standards, and internal procedures.<\/span><\/li>\n<\/ul>\n<h4 dir=\"ltr\"><span style=\"color: #00b0f0;\"><strong>Education and Experience<\/strong><\/span><\/h4>\n<ul dir=\"ltr\">\n<li><span style=\"color: #000000;\">Bachelor&#8217;s Degree in Marketing, Business Administration, Communications, Information Technology or related.<\/span><\/li>\n<li><span style=\"color: #000000;\">From 1 to 3 years of relevant work experience in Customer Care field.<\/span><\/li>\n<li><span style=\"color: #000000;\">Previous experience in customer service or client support.<\/span><\/li>\n<li><span style=\"color: #000000;\">Experience working with CRM systems and customer feedback tools.<\/span><\/li>\n<li><span style=\"color: #000000;\">Exposure to data analysis and reporting, preferably using standardized tools\/templates.<\/span><\/li>\n<li><span style=\"color: #000000;\">Preferably, technically aware with some experience on technical roles.<\/span><\/li>\n<li><span style=\"color: #000000;\">Related experience in the cloudy industry, IT services, telecom or network operations.<\/span><\/li>\n<li><span style=\"color: #000000;\">Familiarity with KYC procedures and quality\/compliance standards is an advantage.<\/span><\/li>\n<\/ul>\n<h4 dir=\"ltr\"><span style=\"color: #0070c0;\"><strong><u>Submission mechanism<\/u><\/strong><\/span><\/h4>\n<p dir=\"ltr\"><span style=\"color: #000000;\">Those who meet the above requirements must submit their information under <a style=\"color: #000000;\" href=\"https:\/\/hajarexcel.com\/ar\/category\/jobs-ar\/\"><strong>Hajar Excel Website<\/strong><\/a> or our<strong> Recruitment Platform HERP: <\/strong><a style=\"color: #000000;\" href=\"https:\/\/herp.hajarexcel.com\/jobs\/59\"><strong>Click HERE.<\/strong><\/a><\/span><\/p>\n<h4 dir=\"ltr\"><span style=\"color: #ff0000;\"><strong><u>Ensure to:<\/u><\/strong><\/span><\/h4>\n<ul dir=\"ltr\">\n<li><span style=\"color: #000000;\">Add\/update your data correctly in the platform<\/span><\/li>\n<li><span style=\"color: #000000;\">Upload your ID Card (Required)*.<\/span><\/li>\n<li><span style=\"color: #000000;\">Upload your college transcript and certificates (Required)*.<\/span><\/li>\n<li><span style=\"color: #000000;\">All Applications should be in English, other will not be considered*.<\/span><\/li>\n<li><span style=\"color: #000000;\">Candidates who have not applied through <strong>HERP<\/strong> will not be considered.<\/span><\/li>\n<\/ul>\n<p dir=\"ltr\"><span style=\"color: #000000;\"><strong>Only shortlisted candidates will be contacted after the application submitting deadline.<\/strong><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>About Our Client One of our clients, \u201cA company in Yemen&#8221;, is seeking to recruit a highly qualified employees where that company always relies on the recruitment of those with excellent educational qualifications and reputable people, and also to provide exceptional job opportunities. Customer Care Officer Department: Marketing and Sales Travel Requirement: No Place: Sana\u2019a [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":11970,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[66],"tags":[],"class_list":["post-13250","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-jobs-sohobcom-ar"],"_links":{"self":[{"href":"https:\/\/hajarexcel.com\/ar\/wp-json\/wp\/v2\/posts\/13250","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/hajarexcel.com\/ar\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/hajarexcel.com\/ar\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/hajarexcel.com\/ar\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/hajarexcel.com\/ar\/wp-json\/wp\/v2\/comments?post=13250"}],"version-history":[{"count":6,"href":"https:\/\/hajarexcel.com\/ar\/wp-json\/wp\/v2\/posts\/13250\/revisions"}],"predecessor-version":[{"id":13327,"href":"https:\/\/hajarexcel.com\/ar\/wp-json\/wp\/v2\/posts\/13250\/revisions\/13327"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/hajarexcel.com\/ar\/wp-json\/wp\/v2\/media\/11970"}],"wp:attachment":[{"href":"https:\/\/hajarexcel.com\/ar\/wp-json\/wp\/v2\/media?parent=13250"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/hajarexcel.com\/ar\/wp-json\/wp\/v2\/categories?post=13250"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/hajarexcel.com\/ar\/wp-json\/wp\/v2\/tags?post=13250"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}