Complaint Management Advisor
Complaint Management Advisor
الوصف الوظيفي
Job Profile:
Work in the CXO Commercial Operations team to really deliver an awesome customer experience that ‘makes a world of difference to all people in Qatar’ .
This role is responsible for handling multiple back-office tasks and activities primarily but not limited to handling Mobile Money related trouble tickets, working in coordination with Vodafone technology, Mobile Money partner, Banks, Exchange Houses and other stakeholders in the business. This role is also responsible for handling escalation emails, service requests approvals, customer complaints/escalations. This role is also responsible to ensure Mobile Money vendors are adhering to the agreed SLAs and customer resolutions are provided on time. The role is an integral part of the Commercial Operations Support Team in supporting customers with all types of issues and complaints.
Key accountabilities and decision ownership;
· Responsible for Trouble Ticket investigation, resolution and follow-up on all the tickets raised for Mobile Money complaints. (Consumer/Enterprise)
· Responsible to handle chat interactions form the mobile money customers and to respond to them with the correct resolution and on a timely manner
· Ensure that all the investigation and customer interactions relating to the customer complaints are followed and documented in trouble ticket.
· Responsible for Monitory/Non-monitory adjustments on the mobile money platform by getting required approvals from other business stakeholders.
· Ensure to handle customer complaints with 100% quality and regular follow-ups.
· Prepare & maintain daily/weekly reports based on the requests and emails received via email (Charging systems, Non-monitory/monitory Adjustment, Third party deactivation)
· Coordinate with all the stakeholders and Mobile Money vendors to maintain, develop and implement customer service policies and procedures for consumer and business.
· Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
· Highlight all the issues based on the daily trend which will potentially impact other customers and required urgent fix.
· Ensure to handle service request & complaints with in the service level agreed with the customer
الوصف الوظيفي
المهارات
Skills:
Previous Call Centre Representative experience
· Experience in working with banking / Money transfer applications
Excellent communication skills (verbal and written)
Ability to analyse and understand data
Excellent communication skills in English and Arabic (both verbal & written)
Good working knowledge of MS Outlook, Excel, Word, PowerPoint
Strong Communication, Analytics Investigative Skills
· Knowledge of Financial and banking products or app based mobile valet products and or similar product catalogue and Customer Care systems.
· Good functional knowledge of MS Outlook, Excel, Word, PowerPoint
· Interacts with colleagues in an effective manner. Respects others and works well within the team
· Be proactive in regards to the improvement of processes and procedures.
· Accuracy in handling all assigned tasks.
· Understands technical and professional aspects of work and updates knowledge continuously
· Ability to work independently and as a team
· Service Orientated
· Customer focused
· Proactive, self-motivated and able to manage own time and priorities
TNPS (Touchpoint Net Promoter Score)
FCR (First Contact Resolution)
SLA compliance
Quality targets.
Case ownership
Productivity
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: 0
- الشهادة
- الثانوية العامة أو ما يعادلها
المرشح المفضل
التعليم
None
