About Emovis

Emovis is a leading technology provider of electronic tolling and other road charging solutions and associated services. The company is 100% owned by Abertis, the world’s leader in highway concessions with close to 6,000 miles of roads under direct management. Abertis is a global leader for the provision of toll highway infrastructure management and smart mobility services. Our vision at Emovis is to be a reference in road charging solutions and associated services helping transport leaders accelerate their business toward seamless, sustainable and inclusive mobility.

 Job Purpose

Reporting to the Team Leader, the Customer Service Representative (CSR) provides effective and efficient service to customers and prospects on all services.

Responsibilities

  • Understand customers’ needs and determine the appropriate course of action in line with agreed standard operating processes (SOPs) and policies
  • Provide a high level of customer service as outlined within the agreed quality standards
  • Remain professional at all times – positively influence the customers perception of emovis
  • Ensure adherence to schedules – delivered hours and schedule hours adherence to be maintained on or above department targets
  • Positively contribute to the development of policy and process through effective feedback and communication
  • Comply to all Health and Safety and other regulations and highlight any issues as appropriate
  • Work with a high degree of personal integrity, treating others with respect to promote a professional working environment
  • Perform other work as required and assigned
  • Contribute to overall department targets through achievement of Key Performance Indicators (KPIs)
  • Registering new accounts
  • Administration of existing accounts (i.e. add vehicle, change of address)
  • Process payments over the phone
  • Set recurring payments (e.g. direct debit) over the phone
  • Review vehicle passage images to identify and classify them
  • Answer general enquiries over the phone/email/correspondence
  • Process Penalty Charge Notices, Appeals and Representations as part of the Enforcement services
  • Respond to complaints over the phone/email/correspondence

Requirements

  • School leaving certificate or equivalent
  • Previous customer service/call centre experience desirable
  • Ability to communicate effectively via telephone by utilising soft skills, active listening, and clearly speaking to customers
  • Should be skilled in basic IT skills including Microsoft Office
  • Ability to multi-task and with problem solving abilities
  • Fluent English and Arabic essential
  • Flexible attitude to work content and hours including willingness to work rotational shift hours
  • Resilient, receptive to change
  • Self-motivated with a positive attitude