Consumer Contact Centre Advisor
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Key skills for this role
About the Role
Vodafone Qatar is seeking a Consumer Contact Centre Advisor to handle customer enquiries, build relationships with premium clients, and achieve service targets. The role requires a high school diploma, 1-2 years of relevant experience, and strong communication skills.
Key Skills for This Role
Responsibilities
- Build and maintain very high standards of business relationships with premium clients and key personnel managing the premium customer accounts
- 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
- Carry out client satisfaction surveys and reviews
- Liaise with internal departments to ensure client needs are fulfilled effectively
- Escalate and resolve areas of concern as raised by clients and keeping them updated
- Work as part of a team to ensure always offering an awesome customer experience
- Ensure quick reaction time in case of any customer related issues and work effectively with cross functional teams to resolve them
- Perform any additional project, task or activities assigned/delegated by the Line Manager
Requirements
- 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 communication aligned with Vodafone Qatar’s defined quality standards
Full Job Posting
Job Description
- 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
- 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
- Carry out client satisfaction surveys and reviews
- Liaise with internal departments to ensure client needs are fulfilled effectively
- Escalate and resolve areas of concern as raised by clients and keeping them updated
Teamwork
- Work as part of a team to ensure always offering an awesome customer experience
- Ensure team collaboration with cross functional teams to understand customer issues and fix them proactively
- Build effective business relationship with an open communication ability
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
- 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 communication aligned with Vodafone Qatar’s defined quality standards
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