The customer is leading government organization based in Doha. The role holder is responsible for effective customer services to “Client” customers for all branch related walk-in enquires, to meet customer enquiries and address their complaints and any issues faced.

RESPONSIBILITIES

• Manages all enquires and complaints by “Client” customers directed at customer service branches.
• Confers with customers to provide information about “Client” services, registering their complaints if any, resolving their queries or obtaining other relevant customer details including history of association between “Client” and the customer.
• Resolve issues in customer services and ensures the tracking and closure of the same according to “Client” customer service code of practice; escalates when required to the Supervisor – Customer Care
• Maintains records of customer interactions or transactions including but not limited to customer queries, complaints, comments as well as actions taken to resolve issues faced by them.
• Coordinates and communicates with other “Client” departments to initiate and follow up on outstanding customer transactions.
• Issuing invoices, receive/collect fees for service connection applications. issue Invoices and receipt to customer against payment, record the payment in system. Ensure compliance with the practice, procedures and policies implemented in Customer Service Dept.
• Contacts customers for responding to inquiries or to notify them of the inspection results basis the investigations carried out in the customers’ building premises for complaints regarding electrical/ water system repairs.
• Checks regularly to ensure that appropriate changes were made to resolve customers’ issues.
• Tracks and ensures follow up on delayed customer payments and coordination with other departments in cases of reconnections, meter installations, disconnections, and meter readings.
• Disseminates information to the customer regarding new products or services provided by “Client”.
• Informs and educates “Client” customers on the documentation requirements.
• Follows all customer services policies and procedures as per the “Client” customer service code of practice Refers unresolved customer grievances to designated departments for further investigation.
• To reach and contact external customers when needed and due to business needs.
• Performs other related duties as needed upon request by the unite supervisor.
• Change work and office location as per unite supervisor and head of section request.
• Work on shifts as per direct supervisor and head of sections request.
• Works in cooperation with Quality Assurance and Continual Improvement section on securing and maintain the ISO / Risk Management / ISMS certification.
• Carries out and ensures the compliance of all activities within the Department are in-line with “Client” health and safety regulations.
• Prepare documentation and reports on routine customer correspondence for future reference purpose.
• Educate customers about organization’s products or services.

Skills

• Bachelor’s degree or equivalent in any discipline
• 5 years of experience in customer Service and 2 years as same level
• Proficient knowledge of customer service, and standard office practices and procedures.
• Proficient computer skills.
• Proficient standard office equipment skills.
• Strong people skills.
• Excellent phone etiquette.
• Written and Spoken Both English and Arabic is a privilege,