DohaJob detailsJob Title Customer Service 2nd Line Agent Job Purpose To provide Ashghal customers with a world class service through resolution of their queries and consistently provide high standards of care throughout their interaction with the customer.
The Customer Service 2nd line will manage the customer journey from point of receiving file until closure with a priority to provide excellent Customer Care, which builds lasting relationships with our customers.
Working towards both quantitative and qualitative performance targets in line with Ashghal’s overall vision of providing excellent customer service levels.
Under direct supervision, you will be interacting with customers through various communication mediums advising, assisting and responding to customer inquiries, complaints and requests.
You will be required to implement the technique of building and developing strong business relationships and outstanding levels of customer satisfaction & meeting customer’s expectations and all the time reinforcing and implementing company policies and procedures to achieve the company’s goals and performance targets.
Principal Accountabilities Understand and apply the basic concepts, practices and procedures of handling customers’ inquires, complaints and requests meeting agreed quality standards for delivering customer services.
Responsible for updating and maintaining Customer Management System (CMS) adhering to agreed policies and processes. Ensure that communication is maintained all times adhering to agreed KPI’s and inter-departments SLA’s n respect to management of our customers.
Manage the entire customer journey from point of contact / ticket being raised assisting customers with all queries, complaints and requests utilizing all possible communication tools such as mail, email, fax, phone, SMS and Web-Chat in addition to personal meetings addressing their concerns and resolving their complaints.
Ultimately as a CSE you will be responsible for effective closure of each contact including where a file has been escalated or assigned to another department and / or team.
Ensure that at all times logger and all records as per agreed process and policy are updated and maintained Manage customer complaints, settling disputes and resolving grievances and conflicts by performing activities such as liaison with inter departments and individuals assuring consistent customer service & satisfaction Responsible for preparing and delivering daily, weekly monthly and periodic reports as per department requirements.
Responsible for providing team leader with daily Activity Reports covering tasks and assignments handled allowing management to monitor work load to ensure effective allocation of jobs and tasks.
Managing any other duties that are assigned by the customer service team leader.