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Job Profile: <\/p>\n
Work in the CXO Commercial Operations team to really deliver an awesome customer experience that \u2018makes a world of difference to all people in Qatar\u2019 .<\/p>\n
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.<\/p>\n
Key accountabilities and decision ownership;<\/p>\n
\u00b7 Responsible for Trouble Ticket investigation, resolution and follow-up on all the tickets raised for Mobile Money complaints. (Consumer\/Enterprise)<\/p>\n
\u00b7 Responsible to handle chat interactions form the mobile money customers and to respond to them with the correct resolution and on a timely manner<\/p>\n
\u00b7 Ensure that all the investigation and customer interactions relating to the customer complaints are followed and documented in trouble ticket.<\/p>\n
\u00b7 Responsible for Monitory\/Non-monitory adjustments on the mobile money platform by getting required approvals from other business stakeholders.<\/p>\n
\u00b7 Ensure to handle customer complaints with 100% quality and regular follow-ups.<\/p>\n
\u00b7 Prepare & maintain daily\/weekly reports based on the requests and emails received via email (Charging systems, Non-monitory\/monitory Adjustment, Third party deactivation)<\/p>\n
\u00b7 Coordinate with all the stakeholders and Mobile Money vendors to maintain, develop and implement customer service policies and procedures for consumer and business.<\/p>\n
\u00b7 Plan, prioritize and delegate work tasks to ensure proper functioning of the department.<\/p>\n
\u00b7 Highlight all the issues based on the daily trend which will potentially impact other customers and required urgent fix.<\/p>\n
\u00b7 Ensure to handle service request & complaints with in the service level agreed with the customer <\/p>\n
Skills:<\/p>\n
Previous Call Centre Representative experience<\/p>\n
\u00b7 Experience in working with banking \/ Money transfer applications<\/p>\n
Excellent communication skills (verbal and written)<\/p>\n
Ability to analyse and understand data<\/p>\n
Excellent communication skills in English and Arabic (both verbal & written)<\/p>\n
Good working knowledge of MS Outlook, Excel, Word, PowerPoint<\/p>\n
Strong Communication, Analytics Investigative Skills<\/p>\n
\u00b7 Knowledge of Financial and banking products or app based mobile valet products and or similar product catalogue and Customer Care systems.<\/p>\n
\u00b7 Good functional knowledge of MS Outlook, Excel, Word, PowerPoint<\/p>\n
\u00b7 Interacts with colleagues in an effective manner. Respects others and works well within the team<\/p>\n
\u00b7 Be proactive in regards to the improvement of processes and procedures.<\/p>\n
\u00b7 Accuracy in handling all assigned tasks.<\/p>\n
\u00b7 Understands technical and professional aspects of work and updates knowledge continuously<\/p>\n
\u00b7 Ability to work independently and as a team<\/p>\n
\u00b7 Service Orientated<\/p>\n
\u00b7 Customer focused<\/p>\n
\u00b7 Proactive, self-motivated and able to manage own time and priorities<\/p>\n
TNPS (Touchpoint Net Promoter Score)<\/p>\n
FCR (First Contact Resolution)<\/p>\n
SLA compliance<\/p>\n
Quality targets.<\/p>\n
Case ownership<\/p>\n
Productivity<\/p>\n
None<\/p>\n