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Team Leader

4 months ago

Doha, Qatar Lanco Engineering Full time

**Job Summary**:
The role holder ensures customer satisfaction at Kahramaa branches by managing walk-in queries and leading a team of Customer Care Representatives.

**Responsibilities**:

- Handle customer complaints and escalations promptly.
- Support the resolution of inquiries and complaints at customer service branches.
- Provide information on Kahramaa services, register complaints, and resolve customer queries.
- Coordinate and resolve customer service issues, ensuring follow-up and closure as per Kahramaa's guidelines.
- Maintain records of customer interactions and resolutions.
- Communicate with other Kahramaa departments to follow up on customer transactions.
- Contact customers regarding inquiries or inspection results related to electrical/water system repairs.
- Ensure customer satisfaction and follow-up on delayed payments.
- Coordinate with departments for reconnections, meter installations, disconnections, and readings.
- Share information about new Kahramaa products or services.
- Educate customers on required documentation.
- Adhere to Kahramaa’s customer service policies and procedures.
- Refer unresolved issues to appropriate departments for further investigation.
- Work with the Quality Assurance department to maintain ISO 9002 certification.
- Ensure compliance with health and safety regulations in all activities.
- Monitor metrics to measure and manage customer service effectiveness.
- Conduct meetings to discuss process improvements and issues.
- Train staff to deliver high-quality customer service.

**Knowledge, Skills, and Experience**:

- Over 8 years of customer service experience, with 3 years in a similar role.
- Strong knowledge of customer service and office practices.
- Proficient in computer and office equipment skills.
- Strong interpersonal skills.
- Excellent phone etiquette.
- Fluency in English; Arabic is a plus

**Job Types**: Temporary, Contract
Contract length: 6 months

Application Question(s):

- Do you have minimum 3 years work experience as Customer Service Team Lead?
- Will you be able to join immediately?

**Language**:

- English (required)
- Arabic (preferred)

Application Deadline: 20/06/2024