Call Center Team Leader

Job Responsibilities Manage daily customer operations across multiple channels, including calls, emails, and in-person visits. Address customer escalations and complaints promptly to ensure satisfaction. Handle customer inquiries and complaints, providing information about services and resolving queries or recording relevant details. Coordinate and resolve service issues, ensuring proper tracking and closure of cases escalated to the supervisor level, in line with company policies. Maintain accurate records of customer interactions, including complaints, comments, and resolutions. Collaborate with other departments to resolve outstanding customer transactions. 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. Regularly check to ensure customer issues are resolved and satisfaction is maintained. Track and follow up on delayed customer payments, and coordinate with relevant departments for reconnections, meter installations, disconnections, or meter readings. Communicate information about new products or services available to customers. Educate customers on necessary documentation requirements. Ensure adherence to all customer service policies and procedures. Refer unresolved customer issues to the appropriate departments for further investigation. KNOWLEDGE, SKILLS, AND EXPERIENCE 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. Proficient standard office equipment skills. Strong people skills. Excellent phone etiquette. Written and spoken proficiency in both English and Arabic is a MUST. Locally available in Qatar.#J-18808-Ljbffr