Complaint Management Advisor

Vodafone Qatar; Doha; On-site; QAR 60,000 - 80,000; Full time

Job summary

Vodafone Qatar is looking for a skilled individual to handle customer interactions related to Mobile Money services. The role includes resolving complaints, managing trouble tickets, and ensuring high service levels.

The ideal candidate should have a Bachelor’s degree, 2-3 years of experience in a call center, and knowledge of banking or money transfer applications. The position offers opportunities to impact customer satisfaction positively.

Qualifications

• 2-3 years of relevant call center experience.
• Ability to work with banking/money transfer applications.
• Expertise in financial and banking products.

Responsibilities

• Resolve customer issues related to Mobile Money.
• Investigate and follow up on trouble tickets for complaints.
• Communicate effectively and professionally with customers.

Skills

Customer interaction management

Problem-solving

Data analysis

Empathy and professionalism

Education

Bachelor’s degree or equivalent

Tools

Customer Care systems

Mobile Money tools

Job description

Key accountabilities and decision ownership:

Responsible for interaction with customers and provide support for any Mobile Money-related complaints and resolve customer issues.

Use available Mobile Money tools and systems to identify and verify customer information and resolve /escalate customer issues to 2nd level teams.

• Responsible for Trouble ticket investigation, resolution, and follow-up on all the tickets raised for Mobile Money complaints. (Consumer/Enterprise).
• Ensure to handle customer complaints with 100% quality and regular follow-ups.Responsible for handling chat interactions form the mobile money customers and to respond to them with the correct resolution and on a timely manner.
• Ensure that all the investigation and customer interactions relating to the customer complaints are followed and documented in trouble ticket.
• Responsible for Monetary/Non-monetary adjustments on the mobile money platform by getting required approvals from other business stakeholders.
• Highlight all the issues based on the daily trend which will potentially impact other customers and required urgent fix.
• Ensure to handle service request & complaints within the service level agreed with the customer.

Communicates clearly and concisely with customers using appropriate language, demonstrating empathy and professionalism in all interactions.

Demonstrates a strong commitment to delivering prompt, efficient, and high-quality service; goes the extra mile to meet individual customer needs.

Manages customer care tasks in line with defined productivity and quality targets. Ensures all service level agreements (SLAs) are consistently met and maintained.

Delivers an exceptional customer experience by achieving KPI targets and earning positive feedback, compliments, and recognition from customers and colleagues.

Maintains effective performance under pressure and in the face of setbacks; adapts successfully to changing demands and work conditions.

Applies a systematic and logical approach to problem-solving, making sound judgments based on available data, information, and relevant assumptions.

Perform any additional project, task or activities assigned/delegated by the Line Manager.

Qualifications

Education & Experience:

• Bachelor’s degree or equivalent
• 2-3 years of relevant Call Centre Representative experience.
• Experience in working with banking / Money transfer applications with an ability to analyse and understand data
• Expertise in Financial and banking products or app based mobile valet products and or similar product catalogue and Customer Care systems