Call Center jobs in Doha

A. ROLE & CONTEXT

B. ROLE ACCOUNTABILITIES

Overview

Customer Service Representatives to provide superior customer services to all customers on the digital platform like Facebook, Twitter, Live Chat, Instagram etc.

Customers

• Agent check Social Media networks at all time, if it is complaint and was not resolved immediately, takes it offline and obtain customer details and contact number.
• Guide customers on available Ooredoo product and services, packages, value added services
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ensure proper recording and closure of all issues.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Agent to follow-up and check complaint status with the concerned department by emails
• Communicate in a helpful and friendly manner with every customer over the telephone
log in customer queries in Ooredoo provide Applications and resolve customer complaints in frontline itself or escalate to concerned dept.

Business orientation

Encourage healthy relationship between customers and Ooredoo to enhance customer satisfaction

Communicating, negotiating & influencing

• Participate in regular workgroup meetings and training workshops.
• Provide support to other staff members when required.
Behaving in professional way

C. EXPERIENCE AND QUALIFICATIONS

• 3 years Call Centre or Customer service experience highly desirable
• Bilingual Communication Skills
• Social media awareness / searching engine online.
• Excellent command of Arabic and English language
• Excellent knowledge of social applications such as Facebook, Twitter, YouTube, Instagram
• Team player.
• Ability to work under pressure
• Willingness to work in all shifts

Minimum Entry Qualifications

• Valid Qatari RP
• Valid Qatari Driving License
• Proficient in relevant computer applications
• Knowledge of customer service principles and practices
Good PC literacy – MS Word, Outlook, Internet and Intranet system

D. KEY PERFORMANCE INDICATORS

• Quality of Service: will be measured based on scores reported by the Quality team
• CSAT: will be measured based on scores rated by end customer
• Accurate Ticket creation: will be measured based on data reported by L2 team
• Test Scores: will be measured based on data reported by Training team
• Attendance: will be measured based on data reported by HR/WFM
AHT: will be measured based on data reported through CISCO reports

E. KEY RELATIONSHIPS & DECISION MAKING

Reports to

Call Center Team Leader

Business impact of role

• Maintaining excellent customer relationship
• Resolve Customer issue
• Share the Voice of Customer with the management
Improve customer satisfaction

F. SKILLS

Technical & non technical

• Active listening: Giving full attention to what customers are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at the inappropriate times.
• Experience of working in teams
• Good knowledge of Telecommunication products and services
• Aptitude for customer service
Call handling expertise

Other Skills & Competency

• Preferably bilingual (Arabic/English or Hindi/English)
• People Management
• Excellent customer care skills
• Excellent communication and interpersonal skills
• Awareness in Quality testing and processes techniques
• Technical support capability, skills and problem-solving competency
• Basic numerical problem-solving competency
• Business English written standard of communication with customers
• Strong customer service competencies
• Ability to handle 1-5 services maximum
• Microsoft Office (specifically basic MS Word and Excel)