DohaThe main responsibility of this job holder is to responsible for investigation, resolution and reporting for all the customer related complaints raised by CRA Qatar and ensuring that organisation Terms and Conditions, Policies and Code of Practice are well respected and implemented and monitor all the stakeholders / employees implication with the internal rules and policies.
Duties & ResponsibilitiesResponsible for investigation, resolution and reporting for all the customer related complaints raised by CRA Qatar.
Ensuring that organisation Terms and Conditions, Policies and Code of Practice are well respected and implemented and monitor all the stakeholders / employees implication with the internal rules and policies.
Ensure that all policies and procedures relating to customer complaints are followed and are adhered to and documented.Coordinate with all the stakeholders and account managers to maintain, develop and implement customer service policies and procedures for consumer and business.
Liaise with all levels of management throughout the business, including clients and tenants in addition to attending client meetings and CRA meetings.
Plan, prioritize and delegate work tasks to ensure proper functioning of the department.Attend monthly, weekly and bi weekly meetings with CRA Qatar and with organisation management.
Prepare daily, weekly, monthly, quarterly and annual CRA Complaints reports and analysis.Monitor all potential claims ensuring minimal financial impact to the company.
Responsible of approving compensations, maintain records on the CRM.Use a variety of Tools for investigation, documentation and coordination with different internal and external Teams.
Job Requirements2 years experience is call center / in same filedStrong Communication, Analytics Investigative Skills.Comprehensive knowledge of product catalogue and Customer Care systems.
Good functional knowledge of MS Outlook, Excel, Word, PowerPoint.Interacts with colleagues in an effective manner. Respects others and works well within the team.
Work as part of a team to ensure offering a really awesome customer experience at all times.Speaks clearly and fluently and writes in a clear and concise manner.
Uses appropriate style and language for communication.Communicate positively with all involved parties in order to facilitate customer’s reception of the expected distinguished service.
Be proactive in regards to the improvement of processes and procedures.Accuracy in handling all assigned tasks.Understands technical and professional aspects of work and updates knowledge continuously