Consumer Contact Centre Advisor
Full time
na Vodafone
no
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Publicado em February 2, 2025
Detalhes do emprego
Job Description
Key Accountabilities and Decision Ownership:
- Provide prompt and efficient service to customers; goes out of the way to ensure that individual customer needs are met.
- Own and manage the customer relationship: resolving queries efficiently and effectively. Handle customer care tasks as per defined productivity and Quality targets.
- Delivering awesome customer experience through meeting targets for CDI (Customer Delight Index) and receiving Compliments and appreciation from customers and colleagues. Ensure service level agreements are met and maintained.
- Use the job tools (telephone and computer) effectively and accurately. Proactively play a role in the improvement of processes and procedures.
Customer Focus
- Provide prompt and efficient service to customers; goes out of the way to ensure that individual customer needs are met.
- Own and manage the customer relationship: resolving queries efficiently and effectively. Handle customer care tasks as per defined productivity and Quality targets.
- Delivering awesome customer experience through meeting targets for CDI (Customer Delight Index) and receiving Compliments and appreciation from customers and colleagues. Ensure service level agreements are met and maintained.
- Use the job tools (telephone and computer) effectively and accurately. Proactively play a role in the improvement of processes and procedures.
Teamwork, Communication, Resilience
- Work as part of a team to ensure always offering an awesome customer experience. Interacts with customers and colleagues in an effective manner.
- Maintains effective work behaviour in the face of pressure and setbacks. Successfully adapts to changing demands and conditions. Makes 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 or Equivalent
- Expertise in MS Office (Microsoft Excel and PowerPoint) - desirable
- 1-3 years of relevant experience working in a client relationship profile or a track record of managing client services, preferably in the telecommunication sector.
- Fluency in Arabic and English with an in-depth understanding of interpersonal skills and an ability to build rapport with customers.
- Computer literacy, Windows Operating Systems, and internet applications.
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