Customer Service Representative

Job Description:

The Customer Service Specialist – Municipal Requirements plays a pivotal role in navigating the intricate landscape of health and commercial establishment licensing. This mid-career position demands an in-depth understanding of municipal regulations and exceptional communication skills. The specialist acts as a critical liaison between clients and municipal authorities, guiding clients through the establishment or renewal process while ensuring compliance with all governmental requirements. By delivering comprehensive advice, explaining complex procedures, and providing continuous application support, the specialist fosters an environment of trust and satisfaction among clients. Additionally, the role necessitates proactive tracking of application statuses, addressing any potential issues, and maintaining thorough documentation to enhance service efficiency.

Job Requirements:

• Bachelor’s degree in Business Administration, Public Administration, Communications, or a related field.
• At least 5 years of experience in customer service, with a strong emphasis on municipal regulations and licensing processes.
• Proven track record of working with government agencies and understanding compliance requirements related to health and commercial establishments.
• Demonstrated ability to resolve complex customer inquiries and complaints effectively and efficiently.
• Familiarity with electronic government platforms such as Balady or equivalent systems.
• Strong organizational skills to manage multiple applications and client interactions simultaneously.
• Excellent interpersonal and communication skills, both verbal and written, tailored to diverse client backgrounds.
• Ability to adapt to changes in municipal regulations and stay updated with the latest developments.
• Proficiency in using Customer Relationship Management (CRM) systems for tracking inquiries and documentation.
• Strong analytical skills to prepare insightful reports on application trends and client issues.

Job Responsibilities:

• Guide clients through the complexities of municipal requirements for health and commercial establishments, ensuring they receive accurate and timely information.
• Clarify detailed procedures for submitting applications via electronic government platforms like Balady, assisting clients in document preparation.
• Monitor the progress of client applications with the relevant authorities, providing consistent updates to clients about their application status.
• Handle client inquiries regarding rejections or delays in obtaining licenses, coordinating with authorities to facilitate effective solutions.
• Build strong relationships with clients, delivering exceptional service to enhance satisfaction levels and foster long-term trust.
• Maintain up-to-date knowledge of municipal regulations and changes, ensuring advice provided to clients is current and accurate.
• Document all client interactions, inquiries, and solutions in the CRM system for comprehensive record-keeping and reporting.
• Prepare periodic reports analyzing work volume and prevalent customer inquiries to identify areas for improvement in service delivery.

Required Skills:

• Expertise in municipal regulations and licensing for health and commercial establishments.
• Strong problem-solving skills with a focus on customer satisfaction and service excellence.
• Exceptional verbal and written communication skills, capable of conveying complex information in an understandable manner.
• Proficient in CRM systems to manage client data and track application processes effectively.
• Analytical thinking with the ability to generate insightful reports on service performance and client trends.
• Time management and organizational skills to prioritize tasks effectively within a fast-paced work environment.
• Ability to work collaboratively with cross-functional teams and various stakeholders to achieve clients’ goals.
• High level of professional integrity and ethical standards while handling confidential client information.