qatar jobs Team Leader - Starlink
jobs description: jobs in Qatar Team Leader - Starlink
Role Title: Team Leader
Reporting to: CC Supervisor
Business Unit: Call Center
Department / Section: Ooredoo Call Center
A. ROLE & CONTEXT
Purpose:
To monitor and supervise Customer Services Representative (CSR). To ensure member attend and resolve customer complaints related to Ooredoo product/ services and programme benefits ensuring complete customer satisfaction.
Context:
Role holder is responsible for performance of CSRs. Respond to customer needs related to Ooredoo services/products, including after-sales services, programme benefits enhancing customer relationship and experience.
B. ROLE ACCOUNTABILITIES
Overview
· Lead & guide a team of Customer Service Representatives to provide superior customer services to all members ensuring customer satisfaction.
Costs & Profitability
· Monitor CSRs performance, skills, capabilities, product knowledge, cost analysis/transaction analysis for staffs etc.
Customers
· Provide guidance to members on services, available packages , value added services, programme Service and Benefits
· Provide feedback on products performance, programme benefits/offers, member perceptions & expectations.
· Attends to and log 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 CSRs to enhance customer satisfaction
Planning & Organising
· Review of the team member’s performance and take corrective steps on daily, weekly and monthly basis
· Work closely with the Quality and Training teams to ensure customer delight and to meet customer expectations within the department
Problem Solving
· Answer member’s queries, resolve complaints, and address any other issues related to staff members for carrying meticulous operations for excellent functioning of the department
Communicating, negotiating & influencing
· Teamwork is absolute essential and there is significant interface with programme management, Ooredoo Products / Services related to Field installation, NOC-Mobile, NOC_IT, Credit Control, KB Team, Level 2, IT Department etc
Job Details
| Posted Date: | 2021-11-09 |
| Job Location: | Qatar |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Accounting |
Preferred Candidate
| Career Level: | Mid Career |
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