Consumer Contact Centre Advisor

VodafoneThree; Doha; On-site; QAR 89,000 - 134,000; Full time

Job summary

Vodafone Qatar is seeking a Client Relationship Manager to build and maintain high-value relationships with premium clients. You will respond to inquiries in person, by phone, or online and provide comprehensive product and service information.

You will work with cross-functional teams to resolve issues, monitor satisfaction against SLAs, and identify opportunities for additional value. 1–2 years of relevant telecom client management experience is required.

Qualifications

• 1-2 years of relevant experience as a client relationship manager or track record of managing client relationships.
• Knowledge and understanding of client handling with excellent communication aligned with Vodafone Qatar’s defined quality standards.

Responsibilities

• Build and maintain high standards of relationships with premium clients and key personnel.
• React swiftly to customer concerns and coordinate with cross-functional teams to resolve issues.

Skills

Client relationship management

Communication skills

Teamwork

Cross-functional collaboration

Job description

Key accountabilities and decision ownership:

Customer Focus:

Build and maintain very high standards of business relationships with premium clients and key personnel managing the premium customer accounts. React swiftly to customer concerns and working cross functionally to resolve them.

Handle customer enquiries, answering queries in person, over the phone, or online and provide support and comprehensive product / service information to customers.

Achieve consumer/client relationship targets and KPI’s, as set. Monitor customer contacts against service level agreements and flagging potential issues.

Conduct periodic reviews to ensure clients are satisfied with their products and services. Alerting the sales team to opportunities for further sales within key clients and Letting customers know about other products the company offers.

Carry out client satisfaction surveys and reviews. Liaise with internal departments to ensure client needs are fulfilled effectively. And escalate and resolve areas of concern as raised by clients and keeping them updated, as required.

Teamwork:

Work as part of a team to ensure always offering an awesome customer experience. Effective interaction within team and respect team and works well within the team.

Ensure team collaboration with cross functional teams to understand customer issues and fix them proactively.

Build effective business relationship with an open communication ability, and in a clear and concise manner.

Resilience

Ensure quick reaction time in case of any customer related issues and work effectively with cross functional teams to resolve them. Maintain effective work behaviour in the face of pressure and setbacks. Successfully adapts to changing demands and conditions.

Ensure to resolve consumer’s service-related concerns and make systematic and rational judgments based on information and relevant assumptions.

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

Qualifications

Knowledge and Experience:

1-2 years of relevant experience as a client relationship manager or a track record of managing client relationships, preferably in telecommunication sector.

Knowledge and understanding of client handling with excellent commnuication aligned with Vodafone Qatar’s defined quality standards.