Customer Service Executive

Bahrain Telecommunications Company; Manama; On-site; BHD 4,464 - 6,696; Full time

Job summary

A leading telecommunications company in Bahrain is seeking a customer support representative to handle and resolve customer inquiries and complaints effectively. The role demands excellent communication skills and a strong understanding of telecom products and services, ensuring customer satisfaction is prioritized.

Qualifications

• Experience in handling customer inquiries and complaints.
• Ability to provide accurate information and solutions.

Responsibilities

• Attend to customer queries and complaints across various channels.
• Maintain customer information in the database.
• Follow defined business processes and communication protocols.

Skills

Customer Support

Communication

Problem Solving

Knowledge of Telecom Industry

Job description

Provide support to Total CX customers by effectively handling and resolving customer inquiries or complaints and ensuring customer satisfaction at the core of every decision and behaviour.

Skills

• Attend to queries, requests, or complaints related to Mobile/Fixed/Inet/Directory Query/Telegram received through various contact center channels.
• Understand and investigate the queries, requests, or complaints.
• Liaise with relevant internal teams/departments to address customer queries or complaints or forward cases to other relevant teams/departments.
• Provide accurate, valid, and complete information or solutions by using the right sources of information.
• Make outbound campaign calls to customers, providing information about new products, offers, services, etc. Take appropriate actions to address customer requests, queries, or complaints on outbound calls.
• Inform the Team Leader when a recurrent problem appears to prevent further cases.
• Maintain and update customer information in the database.
• Follow the defined business process meticulously while attending to clients’ queries, requests, or complaints.
• Follow communication scripts and protocols, ensuring adherence to quality standards and guidelines.
• Keep abreast of products and promotions to provide exceptional customer support.
• Take ownership of attending training sessions as per the plan.
• Complete PMR processes and employee engagement surveys on time.
• Continuously share knowledge and understanding of the telecom industry and business trends.

Employment Type: Definite Period Contract (DPC)