Complaints and Resolution Expert

4 days ago


Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

Key Responsibilities

  1. Be responsible for management of Consumer fixed complaints (Fibre and 5G) but not limited to/enquiries. Explore innovative ways to improve first contact resolution for Consumer Fixed line customers.
  2. Work with technology to build capabilities required to fix customer technical issues remotely without the need for a field visit.
  3. Lead and manage OTDR/LSPM testing equipment and analyze the testing reports to check whether the results are within the threshold.
  4. Own and manage the budget allocated for Fixed line technical support visits. Build team KPIs & tracking to ensure the customer is always kept notified on the status of their complaint.
  5. Escalate unresolved technical cases to the Level 2 team in technology, as required. Build a strong knowledge base of customer technical complaint resolution.

Requirements

  • Bachelor's degree in Technology/Telecommunications or equivalent.
  • 5 years of relevant experience in telecom (Technical support experience is preferred).
  • Experience in leading a team to ensure always offering an outstanding customer experience.
  • Expertise in FTTX architecture.
  • Comprehensive knowledge of product catalogue and Customer Care systems with customer focus, good communication, and analytical investigative skills.
  • Good functional knowledge of MS Outlook, Excel, Word, and PowerPoint.


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