Consumer Contact Centre Advisor

Job Overview

The role involves managing premium customer accounts by maintaining strong business relationships and addressing customer queries effectively through various communication channels including in-person, phone, and online. The incumbent will ensure customer satisfaction and compliance with service standards while collaborating with internal teams to resolve issues swiftly.

Key Responsibilities

• Develop and sustain high-quality relationships with premium clients and key stakeholders managing these accounts, responding promptly to their concerns and collaborating cross-functionally to find solutions.
• Handle customer enquiries efficiently, providing thorough and accurate product and service information.
• Meet or exceed consumer and client relationship objectives and key performance indicators, monitoring customer interactions against service level agreements and identifying potential concerns.
• Conduct regular client satisfaction reviews and surveys to ensure customer contentment, alert sales teams about upselling opportunities, and promote additional company products to customers.
• Coordinate with internal departments to meet client requirements promptly while escalating and resolving problems transparently and keeping clients updated.
• Work cooperatively within a team environment to deliver an exceptional customer experience, maintaining effective communication and mutual respect.
• Collaborate with cross-functional teams to proactively identify and resolve customer issues.
• Maintain professionalism and composure when under pressure and adapt to changing demands effectively.
• Make informed service-related decisions based on relevant data and assumptions.
• Perform additional tasks and projects assigned by the line manager.

Qualifications and Experience

• Possession of a High School diploma or equivalent educational qualification.
• Between one to two years of experience in client relationship management, preferably within the telecommunications industry.
• Familiarity with client handling techniques, demonstrating excellent communication skills that comply with Vodafone Qatar's quality standards.