B. ROLE ACCOUNTABILITIES

Overview

• Customer Service Representatives to provide superior customer services to all customers on the digital platform like Facebook, Twitter, Live Chat, Instagram etc.
  

Customers

• Agent check Social Media networks at all time, if it is complaint and was not resolved immediately, takes it offline and obtain customer details and contact number.
• Guide customers on available Ooredoo product and services, packages, value added services
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ensure proper recording and closure of all issues.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Agent to follow-up and check complaint status with the concerned department by emails
• Communicate in a helpful and friendly manner with every customer over the telephone
• log in customer queries in Ooredoo provide Applications and resolve customer complaints in frontline itself or escalate to concerned dept.
  

Business orientation

• Encourage healthy relationship between customers and Ooredoo to enhance customer satisfaction
  

Communicating, negotiating & influencing

• Participate in regular workgroup meetings and training workshops.
• Provide support to other staff members when required.
• Behaving in professional way
  

C. EXPERIENCE AND QUALIFICATIONS

• 3 years Call Centre or Customer service experience highly desirable
• Bilingual Communication Skills
• Social media awareness / searching engine online.
• Excellent command of Arabic and English language
• Excellent knowledge of social applications such as Facebook, Twitter, YouTube, Instagram
• Team player.
• Ability to work under pressure
• Willingness to work in all shifts

Minimum Entry Qualifications

• Valid Qatari RP
• Valid Qatari Driving License
• Proficient in relevant computer applications
• Knowledge of customer service principles and practices
• Good PC literacy \xe2\x80\x93 MS Word, Outlook, Internet and Intranet system
  

D. KEY PERFORMANCE INDICATORS

• Quality of Service: will be measured based on scores reported by the Quality team
• CSAT: will be measured based on scores rated by end customer
• Accurate Ticket creation: will be measured based on data reported by L2 team
• Test Scores: will be measured based on data reported by Training team
• Attendance: will be measured based on data reported by HR/WFM
• AHT: will be measured based on data reported through CISCO reports
  

E. KEY RELATIONSHIPS & DECISION MAKING

Reports to

• Call Center Team Leader
  

Business impact of role

• Maintaining excellent customer relationship
• Resolve Customer issue
• Share the Voice of Customer with the management
• Improve customer satisfaction
  

F. SKILLS

Technical & non technical

• Active listening: Giving full attention to what customers are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at the inappropriate times.
• Experience of working in teams
• Good knowledge of Telecommunication products and services
• Aptitude for customer service
• Call handling expertise
  

Other Skills & Competency

• Preferably bilingual (Arabic/English or Hindi/English)
• People Management
• Excellent customer care skills
• Excellent communication and interpersonal skills
• Awareness in Quality testing and processes techniques
• Technical support capability, skills and problem-solving competency
• Basic numerical problem-solving competency
• Business English written standard of communication with customers
• Strong customer service competencies
• Ability to handle 1-5 services maximum
• Microsoft Office (specifically basic MS Word and Excel)