Contact Centre Advisor

Job DescriptionRole purpose: Work in the CXO customer care Operations team for Vodafone Qatar to really deliver an awesome customer experience that ‘makes a world of difference to all people in Qatar’ and delivers on our VFQA vision of being the most admired brand in Qatar. The role is responsible for handling multiple customer care tasks and activities including but not limited to inbound/outbound calls related to Mobile Money, technical calls related to Mobile Money platform, emails, online communication, trouble tickets and customer complaints/escalations.

The role is an integral part of the Customer Care team and applies to both business and consumer customer segments. To ensure all mobile money customers of Vodafone Qatar get an unmatched experience and all customer queries and complaints are resolved / escalated on the first interaction. Be responsible to interact with customers to ensure all complaints and concerns raised by these customers are resolved on time and be the brand of Vodafone money and bring in a differentiation from the competitors. QualificationsKey accountabilities and decision ownership:

Customer interaction Responsible for the interaction with customers and provide support for any Mobile Money related complaints and resolve customer issues. Problem resolution Use available Mobile Money tools and systems to identify and verify customer information and resolve /escalate customer issues to 2 nd level teams. Communication: Be clear and concise in the customer communication by using appropriate language and showing empathy towards the customer. Customer Focus: Concerned to provide prompt and efficient service to customers; goes out of the way to ensure that individual customer needs are met. Handle customer care tasks as per defined productivity and Quality targets.

Ensure service level agreements are met and maintained. Delivering awesome customer experience through meeting KPI targets and receiving Compliments and appreciation from customers and colleaguesBe proactive regarding the improvement of processes and procedures. Resilience Maintains effective work behaviour in the face of pressure and setbacks. Successfully adapts to changing demands and conditions. Analytical Makes systematic and rational judgments based on information and relevant assumptions. Must have Educational technical / professional qualifications:

Computer literacy, Windows Operating Systems and internet applications Experience in banking or financial transaction tools Worked in a money exchange or a bank is an added advantage Professional Certifications and Licensure: knowledge and experience: Previous call Centre experience is preferable Experience in a service-related industry is an added advantage Core competencies: Excellent communication skills (verbal and written). Ability to understand complex financial transactions Ability to work independently and as a team Friendly and approachable Service Orientated. Customer focused & Strong problem solving skills. Behavioural competencies: Self-Motivated. Strong Relationship Building skills with internal stake holders. Results-Oriented.