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 telephonelog 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
Qualifications : 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, InstagramTeam 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 MS Word, Outlook, Internet and Intranet system
Education : Bachelor's degree / higher diploma