Premium Senior Advisor
Premium Senior Advisor
الوصف الوظيفي
Role purpose:
Responsible for building and maintaining business relationships with the premium customers (create moments of truth), and are accountable for proactively driving improvement, development of the service including retention new acquisitions and ensuring contractual obligations are met.
Role is also responsible for supporting the team leader and from time to time stand-in as the shift leader.
Key accountabilities and decision ownership:
· Building and maintaining business relationships with clients and key personnel
· Conducting recurring customer reviews to ensure clients are satisfied with their products and services.
· Alerting the sales team of potential opportunities for further sales within key clients.
· Letting customers know about other products the company offers.
· Achieving client relationship targets and KPI’s as set.
· Escalating and resolving areas of concern as raised by clients and keeping them updated.
· Carrying out client satisfaction surveys and reviews.
· Monitoring customer contacts against service level agreements and flagging potential issues.
· Updating the CRM and ensuring account managers are aware of changes within clients.
· Handle the outbounds tasks for the premium and HV customers
· Handle escalations and complaints and follow up on them
· Return port out customers
الوصف الوظيفي
المهارات
Education and MS Skills
- High school
- Diploma
- Microsoft Excel and PowerPoint skill
Key performance indicators: [max 3]:
- Customer Effort
- TNPS/ FTF
- FCR
- Managing Churn and retentions
- Fluent in both Arabic and English
- Strong interpersonal skills and an ability to build rapport with customers.
- Computer literacy, Windows Operating Systems and internet applications
- Previous experience working as a client relationship manager or a track record of managing client relationships
- Customer obsessed, demonstrates a deep insight into their way of thinking
- Articulates the customers’ perspective in easy-to-understand ways bringing a unified understanding to colleagues
- Constructively challenges the status quo with a focus on customers and profitability
- Drive improvements to business processes with a can-do attitude when working in a demanding and challenging environment
- Able to design and implement new processes/ procedures whilst having the ability to identify new opportunities
Behavioral competencies::
- Maintains effective work behavior in the face of pressure and setbacks. Successfully adapts to changing demands and conditions
- Team player
- High soft skills
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
- متوسط الخبرة
- عدد سنوات الخبرة
- الحد الأقصى: 2
- الشهادة
- الثانوية العامة أو ما يعادلها
المرشح المفضل
التعليم
None
