Customer Service Call Center Representative

Job Description The customer is a leading government organization based in Doha. The role holder is responsible for providing effective customer services to Client customers for all branch-related walk-in inquiries, ensuring customer concerns are addressed promptly. Responsibilities Manage all inquiries and complaints from Client customers directed at customer service branches. Conferring with customers to provide information about Client services, registering complaints if any, resolving queries, or obtaining relevant customer details including their history with the Client. Resolve issues related to customer services and ensure proper tracking and closure according to the Client customer service code of practice, escalating when required to the Supervisor, Customer Care. Maintain records of customer interactions or transactions, including queries, complaints, comments, and actions taken to resolve issues. Coordinate and communicate with other Client departments to initiate and follow up on outstanding customer transactions. Issue invoices, receive and collect fees for service connection applications, and provide receipts to customers against payments. Record the payments in the system. Ensure compliance with procedures and policies implemented in the Customer Service Department. Contact customers to respond to inquiries or notify them of inspection results based on investigations carried out in their premises for complaints regarding electrical, water, or system repairs. Regularly check to ensure that appropriate changes have been made to resolve customer issues. Track and follow up on delayed customer payments, coordinating with other departments for reconnections, meter installations, disconnections, and meter readings. Disseminate information to customers regarding new products or services provided by the Client. Inform and educate clients about documentation requirements. Follow all customer service policies and procedures as per the Client customer service code of practice. Refer unresolved customer grievances to designated departments for further investigation. Contact external customers as needed, based on business requirements. Perform other related duties as requested by the unit supervisor. Change work and office locations as per the unit supervisor and head of section's requests. Work in shifts as scheduled by the direct supervisor and head of sections. Collaborate with the Quality Assurance and Continual Improvement section to maintain ISO Risk Management ISMS certification. Ensure all activities within the Department comply with client health and safety regulations. Prepare documentation and reports on routine customer correspondence for future reference. Educate customers about the organization’s products or services.#J-18808-Ljbffr