Complaint Management Advisor

AH group - قطر - Doha

Work in our Customer Operations team to really deliver an awesome customer experience.
This role is responsible for handling multiple back-office tasks and activities primarily but not limited to handling only mobile trouble tickets, working in coordination with our technology partners and other stakeholders in the business. This role is also responsible for handling escalation emails, service requests, customer complaints/escalations, inbound/outbound calls, technical calls, emails, online communication and or reporting as required. The role is an integral part of the Customer Operations Team.

Key accountabilities and decision ownership.

• Responsible for Trouble Ticket investigation, resolution and follow-up on all the tickets raised for complaints. 
• Ensure that all the investigation and customer interactions relating to the customer complaints are followed and documented in trouble ticket.
• Responsible for Monetary/Non-monetary adjustments 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-monetary/monetary Adjustment, Third party deactivation)
• Coordinate with all the stakeholders and 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.
• Responsible for Escalation calls, offshore complaints management support, billing payment complaints.
• Ensure to handle service request & complaints with in the service level agreed with the customer

Core competencies, knowledge and experience:
• Strong Communication, Analytics Investigative Skills
• Knowledge of product telco 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
• Work as part of a team to ensure offering a really awesome customer experience at all times.
• Speaks clearly and fluently and writes in a clear and concise manner. Uses appropriate style and language for communication
• Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service.
• Be proactive in regard 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
• Friendly and approachable
• Service Orientated
• Customer focused
• Strong problem-solving skills.
• Detail oriented with strong organizational skills & ability to multi-task
• Proactive, self-motivated and able to manage own time and priorities


Must have technical / professional qualifications:

  • Previous Call Centre Representative experience

  • Experience in working with billing charging or ERP systems

  • 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.

تاريخ النشر: ١٧ أكتوبر ٢٠٢١
الناشر: Bayt
تاريخ النشر: ١٧ أكتوبر ٢٠٢١
الناشر: Bayt