908 Wyndham Grand Manama jobs in Al Juffair

Job Title: Customer Service/Administrative Support

Summary - This position is a contingent opportunity and would begin work upon award.

Customer Service/Administrative Support personnel are normally the first point of contact for a client. They are responsible for providing basic information, scheduling appointments, and providing administrative support functions.

Essential Duties and Responsibilities

• Receive, screen, and direct callers and walk-in customers to the appropriate FFSP staff
• Provide general, basic information and referral of customers to military and community resources, utilizing other FFSP staff for more in-depth, complicated requests for information.
• Enroll and schedule customers in briefs, workshops, classes, and individual appointments, when not provided through centralized scheduling.
• Provide administrative and clerical services
• Provide a variety of administrative and clerical support functions, e.g., finalizing official correspondence, preparing military messages, making travel arrangements, distributing mass mailings, managing files, receiving messages for staff
• Ensure that information and referral services provided are entered and counted in FFSMIS
• Provide a variety of Counseling and Advocacy Program administrative support functions, e.g., preparing and finalizing official correspondence, data entry, attending and taking minutes at meetings, scheduling appointments, screening and directing potentially distraught or difficult callers or walk-in clients, managing files, maintaining referral and community resource directories

Supervisory Responsibilities

• This job has no supervisory responsibilities.

Required Education and/or Experience Qualifications

• High school diploma or GED
• Experience working with computers and office automation software
• Knowledge of basic customer service skills
• Ability to handle multiple tasks and determine priority of tasks
• Strong verbal and written skills
• Possess a general knowledge base of community and military resources
• Ability to follow directions carefully and understand complex protocols
• Ability to take and prepare meeting minutes, prepare correspondence, and accurately enter data into required data systems
• Knowledge of military lifestyle, ranks, and organizations

Preferred Qualifications

• Professionalism - Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Other Skills and Abilities

• This position requires access to U.S. Government facilities and systems.
• U.S. Citizenship, a valid driver's license, transportation, and auto insurance are required.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Ability to work both independently and as part of a team.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Physical Demands: Works in office areas. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses personal computers, telephones, copiers, printers, and other office equipment. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment: The physical demands and work environment characteristics described here represent those employees encounter while performing the essential functions of this job. Reasonable accommodations may be enabled for individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Zeiders Enterprises, Inc. is an Equal Opportunity Employer

Pay Range: $40,000 - $55,600

PLEASE NOTE: The Zeiders pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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• Develop and implement best practices for customer service and technical support.
• Train, coach, and mentor support team members to enhance their skills.
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• Analyze support metrics and trends to identify areas for improvement.
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• Ensure a high level of customer satisfaction through timely and effective support.
• Foster a positive and productive team environment.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
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• Proven experience managing and motivating remote teams.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent customer service, communication, and interpersonal skills.
• Proficiency with helpdesk software and CRM systems.
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• Strong problem-solving and critical thinking abilities.
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• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide information about products and services, resolving customer issues effectively.
• Troubleshoot customer problems and guide them through solutions.
• Process orders, returns, and exchanges as per company policy.
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• Escalate complex issues to the appropriate departments or supervisors.
• Follow communication scripts and company guidelines when handling different topics.
• Identify customer needs and help customers use specific features.
• Gather customer feedback and report on trends or recurring issues.
• Continuously improve knowledge of products, services, and policies.
• Assist in training new team members as needed.
• Contribute to a positive and collaborative team environment.
• Achieve performance goals and KPIs related to customer satisfaction and resolution times.
• Manage and organize a high volume of customer interactions efficiently.
• Ensure a high level of customer satisfaction and build customer loyalty.

• High school diploma or equivalent; college degree preferred.
• Proven customer support experience or experience as a client service representative.
• Excellent verbal and written communication skills.
• Strong active listening skills and ability to empathize with customers.
• Proficiency in CRM systems and help desk software.
• Ability to multitask, prioritize, and manage time effectively.
• Patience and a calm demeanor when dealing with difficult customers.
• Self-motivated and able to work independently in a remote setting.
• Reliable internet connection and a suitable home office environment.
• Familiarity with MS Office Suite.
• Ability to learn quickly and adapt to changing processes.
• Positive attitude and a passion for providing excellent service.

• Respond promptly and professionally to customer inquiries across multiple communication channels.
• Provide accurate information about products, services, and company policies.
• Resolve customer complaints and issues efficiently and empathetically.
• Guide customers through troubleshooting processes for common problems.
• Process orders, forms, and applications accurately.
• Maintain detailed records of customer interactions and transactions.
• Identify and escalate priority issues to the appropriate internal teams.
• Gather customer feedback and provide insights to improve service delivery.
• Contribute to team goals and maintain high performance metrics.
• Adhere to company service standards and privacy policies.
• Stay informed about company offerings and updates to better assist customers.
• Participate in training sessions to enhance product knowledge and service skills.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Proven experience in a customer service or call center role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using customer service software and CRM systems.
• Ability to multitask and manage time effectively in a remote environment.
• Patience, empathy, and a customer-centric attitude.
• Reliable internet connection and a dedicated workspace for remote work.
• Basic computer literacy and familiarity with standard office applications.
• Ability to work independently and as part of a remote team.