Complaints Management Advisor
Complaints Management Advisor
الوصف الوظيفي
Role purpose:
Work in the Complaints Management Team within Customer Operations team for Vodafone Qatar to really deliver an awesome customer experience.
The role is responsible for handling multiple tasks and activities primarily but not limited to handling CRA Complaints (Complaints formally registered and accepted by the regulators), working in coordination with Vodafone Regulatory Team and Communication Regulatory Authority (ICT Qatar), ensuring that Vodafone’s Terms and Conditions, Policies and Code of Practice are well respected and implemented and monitor all the stakeholders/employee’s implication with the internal rules and policies.
Key Responsibilities:
Responsible for investigation, resolution and reporting of all the customer related complaints raised by CRA Qatar
Ensure that CRA Complaints are resolved within the SLA set by the Regulators
Ensuring that Vodafone’s Terms and Conditions, Policies and Code of Practice are well respected and implemented and monitor all the stakeholders/employee’s implication with the internal rules and policies
Becoming familiar with the Vodafone's Terms of Service and Conditions, License Obligation, Telecommunications by Law, and Telecommunications Consumer Protection Policy and uses these resources whenever handling & resolving the complaints
Responsible for securing approval and justifying compensations, maintain records on the CRM (Siebel)
Use a variety of Tools (CRM,ITSM, DWH, Sure pay etc) for investigation, documentation and coordination with different internal and external Teams (MNP, Huawei, TSSI)
Liaise with all levels of management throughout the business, including partners and vendors in addition to attending client meetings and CRA meetings
Highlighting risks and possible exposure of the Company to relevant stake holders and holding them accountable to make the necessary changes and or resolving the complaints
Coordinating with other departments such as Technology, Product, Billing, Retail, Care, Digital Team, CDM and FMS teams to ensure that complaints are resolved satisfactorily
Documenting all activities related to each complaint for easy reference in future conversations with the customer both in the CRA CRM and Vodafone CRM
Prepare monthly, quarterly, and annual CRA Complaints reports and analysis
Aligning with Vodafone Regulatory Team regarding the complaints, resolutions &, trends
Attend meetings with CRA (Communication Regulatory Authority) & other service provider whenever required to discuss and resolve pending complains or escalations
الوصف الوظيفي
المهارات
Must have Educational technical / professional
qualifications:
• Bachelor’s Degree
Previous Call Centre Representative
experience
Telecom Experience at least 5 years
Strong Communication (both verbal &
written)
Good working knowledge of MS Outlook,
Excel, Word, PowerPoint
In-depth knowledge of customer service
principles and practice
Excellent Analytics & Investigative Skills
Stakeholder management skills and able
to liaise and communicate with all levels
of management throughout the
business, including internal and external
teams in addition to attending client
meetings and CRA meetings and
Comprehensive knowledge of product
catalogue, process, policies, procedures,
terms and conditions, company and
team structures
المهارات
تفاصيل الوظيفة
- منطقة الوظيفة
- الدوحة, قطر
- قطاع الشركة
- الاتصالات والشبكات
- طبيعة عمل الشركة
- صاحب عمل (القطاع الخاص)
- الدور الوظيفي
- —
- نوع التوظيف
- —
- الراتب الشهري
- غير محدد
- عدد الوظائف الشاغرة
- 1
تفاصيل الوظيفة
المرشح المفضل
- المستوى المهني
- مبتدئ الخبرة
- عدد سنوات الخبرة
- الحد الأقصى: 2
- الشهادة
- دبلوم
المرشح المفضل
التعليم
Diploma Or Bachelor’ Degree
