Consumer Contact Centre Senior Advisor

Vodafone

Doha Qatar

Apply Before 11/27/2024

Job Id:10380

Qualification & Experience:

• High school
• Diploma
• Microsoft Excel and PowerPoint skill
• 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.

Core competencies:

• 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
• Drives 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

Roles and Responsibilities:

• Building and maintaining relationships with clients and key personnel
• Conducting reviews to ensure clients are satisfied with their products and services.
• Alerting the sales team to 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