Consumer Contact Centre Advisor

3 days ago

Doha, Baladīyat ad Dawḩah, Qatar Vodafone Full time 30,000 - 60,000 per year

Job Description
Role purpose:
Responsible for building and maintaining business relationship with customer/premium customers (create moments of truth), and are accountable for proactively driving improvement, development of the service including retention new acquisitions and ensuring contractual obligations are met. This is a role which directly impact the high value and most important customers of Vodafone Qatar, and the person on the role is responsible to maintain a high level of business relationship and proactive approach to ensure customers are treated and managed in a very effective manner.

Proactive approach with customers to ensure the service provided by Vodafone is of highest quality and the customers can use the service un-interrupted wherever they may be. responsible to proactively check on the customer account to ensure there are no alarms and also customers are updated regularly on the pending payments and other potential service impacting scenarios.

Responsibilities
Key accountabilities and decision ownership:
Customer Focus:

  • Build and maintain very high standards of business relationships with premium clients and key personnel managing the premium customer accounts. React swiftly to customer concerns and working cross functionally to resolve them.
  • Handle customer enquiries, answering queries in person, over the phone, or online and provide support and comprehensive product / service information to customers.
  • Achieve consumer/client relationship targets and KPI's, as set. Monitor customer contacts against service level agreements and flagging potential issues.
  • Conduct periodic reviews to ensure clients are satisfied with their products and services. Alerting the sales team to opportunities for further sales within key clients and Letting customers know about other products the company offers.
  • Carry out client satisfaction surveys and reviews. Liaise with internal departments to ensure client needs are fulfilled effectively. And escalate and resolve areas of concern as raised by clients and keeping them updated, as required.

Teamwork:

  • Work as part of a team to ensure always offering an awesome customer experience. Effective interaction within team and respect team and works well within the team.
  • Ensure team collaboration with cross functional teams to understand customer issues and fix them proactively.
  • Build effective business relationship with an open communication ability, and in a clear and concise manner.

Resilience

  • Ensure quick reaction time in case of any customer related issues and work effectively with cross functional teams to resolve them. Maintain effective work behaviour in the face of pressure and setbacks. Successfully adapts to changing demands and conditions.
  • Ensure to resolve consumer's service-related concerns and make systematic and rational judgments based on information and relevant assumptions.
  • Perform any additional project, task or activities assigned/delegated by the Line Manager.

Qualifications
Education & Experience:

  • High School diploma
  • Computer literacy, Windows Operating Systems, and internet applications
  • 1-2 years of relevant experience as a client relationship manager or a track record of managing client relationships, preferably in telecommunication sector.
  • Knowledge and understanding of client handling with excellent commnuication aligned with Vodafone Qatar's defined quality standards.

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