Customer Service Manager

4 days ago


Doha, Baladīyat ad Dawḩah, Qatar ECCO Gulf Majorel Qatar Full time

Job Overview

ECCO Gulf Majorel Qatar is seeking an experienced Call Center Team Leader to join our team.

About the Role

The successful candidate will be responsible for managing daily customer operations across multiple channels, including calls, emails, and in-person visits. Key responsibilities include addressing customer escalations and complaints promptly to ensure satisfaction, handling customer inquiries and complaints, providing information about services and resolving queries or recording relevant details.

Key Responsibilities:

  1. Manage daily customer operations across multiple channels.
  2. Address customer escalations and complaints promptly.
  3. Handle customer inquiries and complaints.
  4. Coordinate and resolve service issues.
  5. Maintain accurate records of customer interactions.
  6. Collaborate with other departments to resolve outstanding customer transactions.
  7. Contact customers to provide updates on inquiries or notify them of results from inspections or investigations related to issues such as electrical or water system repairs.
  8. Regularly check to ensure customer issues are resolved and satisfaction is maintained.
  9. Track and follow up on delayed customer payments.
  10. Communicate information about new products or services available to customers.
  11. Educate customers on necessary documentation requirements.
  12. Ensure adherence to all customer service policies and procedures.
  13. Refer unresolved customer issues to the appropriate departments for further investigation.

Requirements

  • Bachelor's degree or equivalent in any discipline.
  • More than 8 years of experience in customer service and 3 years at the same level.
  • Proficient knowledge of customer service and standard office practices and procedures.
  • Proficient computer skills.
  • Strong people skills.
  • Excellent phone etiquette.
  • Written and spoken proficiency in both English and Arabic.


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