Purpose of Role

Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information related to Ooredoo Products and Services.
Respond to customer needs related to Ooredoo services/products, including after-sales services, programme benefits enhancing customer relationship and experience.

Accountability & Responsibilities of Role:

• Customer Service Representatives to provide superior customer services to all customers calling the call centre.
• 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.
• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level

Position Requirement

• 1-year experience of at least in customer service
• High school or Degree preferred
• Proven ability to deliver high degree of customer satisfaction
• Good knowledge about Ooredoo products and services
• Computer literate with knowledge about Customer Relations Management (CRM) system, CCM System and billing systems
• Ability to work under pressure
• Willingness to work in all shifts
• Track record of over-achieving quota
• Strong phone and verbal communication skills along with active listening
• Ability to handle 1-5 services maximum
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Capable to work with multi culture/nationalities
• Maintain punctuality and professionalism