Customer Services Specialist

Position Brief

The Customer Service Specialist is responsible to manage Framework Contractors operations to resolve customer complaints and permit approvals to ensure Clients customers receive a quality service within agreed KPIs/SLAs.

Functional Responsibilities

• Ensure good communication and coordination between the front line customer services and the operational response team to enab le immediate response to any issues raised by the general public/ Qatar residents.
• Work closely with the Customer Service team to obtain relevant customer concerns for immediate actions. If required, coordinate back to the customer service desk for closing of the open ticket/ client contact.
• Manage, guide and motivate team members to carry out necessary activities to monitor & inspect Framework Contractors activities in assigned catchment zone to ensure the efficiency & sustainability of the network and ensure Framework Contractors adherence to agreed KPIs/SLAs.
• Provide technical expertise to Section Head on programme of works to sustain and periodically review & improve levels of service to customers and other stake holders.
• Conduct a continuous daily programme of audits on both Framework Contractor sites and on Inspector field performance, and provide reports to the Section Head
• Plan, schedule and instruct Inspectors to carry out the required programme of inspections and administrative tasks related to permits such as Dewatering and Grease Traps
• Ensure Framework Contractors compliance with the Dewatering Client Requirements and Permit Conditions
• Ensure team members and Framework Contractors compliance with all processes and procedures relating to Enterprise Asset Management System (EAMS), Customer Relationship Management System (CRMS) and other Drainage Department systems and processes and identify and discontinue redundant/duplicate activities
• Ensure Framework Contractors personnel comply with Clients Health and Safety Policy and Procedures
• Provide technical expertise and guidance and act as first point of escalation on complex or difficult customer applications and permits issues
• Actively participate in the implementation of customer service improvements and initiatives as directed by the Head of Emergency & Customer Services (E&CS) Section, ensuring all staff follow agreed processes and procedures
• Work as required with other Sections, Departments and Government organizations to ensure all necessary activities are undertaken to meet Drainage Department and E&CS KPIs
• Participate in the out-o-hours On Call rota to ensure 24/7 coverage is provided to respond and resolve Incidents and Emergencies
• Support the section and department in emergency management such as rainy season activities including attendance at Emergency Control Centre (ECC) and/or on site
• Ensure adherence to Quality, Health and Safety and Environment Policy and Procedures within the workplace and comply with any new work instructions.
• Perform other duties / tasks as required

Qualification:

• Minimum Bachelors Degree in the Management/Communication or other relevant discipline
• Education qualification obtained from North America, West Europe, Australia
• Holder of Accreditation from recognize Institute or similar would be an advantage
• Current/valid Qatar Driving License would be an advantage

Experience:

• Minimum of 15 years of relevant experience
• Able to work at all levels with clients and management
• Experience of working in a multidisciplinary organization preferably in the Middle East
• Ability to influence and engage stakeholders and staff at all levels within and outside the Organisation
• Ability to communicate verbally and in writing in English is mandatory.
• Ability to communicate verbally and in writing in Arabic would be an advantage.