Digi Care Advisor
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Key skills for this role
About the Role
Vodafone Qatar is seeking a Digi Care Advisor to provide prompt and efficient customer service via chat and social media. The role requires 1-2 years of customer-facing experience, knowledge of telecommunications and digital platforms, and a focus on delivering awesome customer experiences.
Key Skills for This Role
Responsibilities
- Provide prompt and efficient service to customers, ensuring individual customer needs are met within company guidelines
- Own and manage the customer relationship, resolving queries efficiently and effectively
- Ensure service level agreements are met and maintained
- Handle customer care tasks as per defined productivity and quality targets
- Deliver awesome customer experience through meeting targets for CDI and receiving compliments
- Handle assigned tasks accurately, use job tools effectively, and be proactive in improving processes
Requirements
- High School diploma or equivalent
- 1 2 years of relevant experience in a customer facing role
- Knowledge of telecommunications, chat and social media platforms and telephony systems
- Ability to communicate with customers as per Vodafone Qatar’s defined quality standards
- Computer literacy, Windows Operating Systems, and internet applications
Full Job Posting
Job Description
- Key accountabilities and decision ownership: Customer focus, Resilience, Analytical and Team player
Customer Focus
- Provide prompt and efficient service to customers; goes out of the way to ensure that individual customer needs are met within company guidelines.
- Own and manage the customer relationship: resolving queries efficiently and effectively.
- Ensure service level agreements are met and maintained.
- Handle customer care tasks as per defined productivity and Quality targets.
- Deliver awesome customer experience through meeting targets for CDI (Customer Delight Index) and receiving Compliments and appreciation from customers and colleagues.
- Ensure to handle assigned tasks accurately, use the job tools (telephone and computer) effectively and be proactive regarding the improvement of processes and procedures.
Resilience, Analytical and Team player
- Maintain effective work behavior in the face of pressure and setbacks at all times.
- Successfully adapts to changing demands and condition during business operation.
- Makes systematic and rational judgments based on information and relevant assumptions during business operations with clear and concise communications aligned with company standards.
- Work as a team to ensure offering an awesome customer experience and interacts with colleagues in an effective manner.
- Respect others and works well within the team at all times.
- Perform any additional project, task or activities assigned/delegated by the Line Manager.
Qualifications
- High School diploma or equivalent.
- 1 2 years of relevant experience in customer facing role with an ability to communicate with the customers as per Vodafone Qatar’s defined quality standards.
- Knowledge and understanding of managing customer interactions and providing effective solutions.
- Knowledge of telecommunications, chat and social media platforms and telephony systems is a must, and strategic thinking and making quick decisions is key part of the role.
- Computer literacy, Windows Operating Systems, and internet applications preferred
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