Senior Customer Service Representative

Starlink Qatar; Doha; On-site; QAR 134,000 - 201,000; Full time

Job summary

Starlink Qatar is seeking a Senior Customer Service Representative to manage end-to-end business customer requests in the B2B Support & Order Management team. You will ensure fast, accurate resolution, and coach less experienced staff on demanding cases, coordinating with provisioning, installation and billing teams.

The role emphasizes customer satisfaction, process compliance and cross-department collaboration, with a focus on Order-to-Fulfilment, Problem-to-Resolution, and billing adjustments

Qualifications

• Bachelor's degree in Business Administration, Marketing or Engineering (or equivalent experience).
• 5+ years' experience in a similar role, ideally in a Telco & ICT environment.
• Experience with corporate contracts and billing.
• Strong Excel skills for billing-related calculations.
• Fluent business English; Arabic is a plus.
• Relevant certifications are an advantage.

Responsibilities

• Validate received orders/tickets, register them in systems and follow up until full completion/resolution.
• Guide less experienced staff on advanced cases and deliver on-the-job training for new joiners.
• Track order and problem resolution progress and liaise with provisioning, installation, maintenance, technology and other departments.
• Cover team members during leave and represent the Team Leader in cross-department meetings when required.
• Ensure processes meet ISO standards and improve daily activity monitoring.
• Analyse and process bill adjustments per official guidelines, ensuring fast dispute resolution with accurate calculations.

Skills

Customer Service Delivery

Customer Service Management

Customer Focus

Teamwork

Quality & Continuous Improvement

Excel skills

English proficiency

Arabic language

Business Support Systems

Billing knowledge

Education

Bachelor's degree in Business Administration, Marketing or Engineering

Tools

Business Support Systems

Job description

Starlink Qatar is hiring a Senior Customer Service Representative on behalf of a leading telecom operator in Qatar, to join its B2B Customer Support & Order Management department (Business Operations & Services).

About the Role

You will manage the delivery of assigned business customer requests and the end-to-end resolution of customer issues, with a strong focus on customer satisfaction and process compliance. You will also support less experienced team members on demanding cases. The department handles Order-to-Fulfilment and Problem-to-Resolution for corporate customers, covering service and billing requests, bill disputes, mobile service issues, and digital self-services (web portal and mobile apps).

Key Responsibilities

• Validate received orders/tickets, register them in systems and follow up until full completion/resolution, acting as Customer Service / Delivery Manager for assigned orders and tickets.
• Guide less experienced staff on advanced cases and deliver on-the-job training for new joiners.
• Track order and problem resolution progress and liaise with provisioning, installation, maintenance, technology and other departments to ensure completion.
• Cover team members during leave and represent the Team Leader in cross-department meetings when required.
• Ensure processes meet the organisation's ISO standards and improve how daily activities are monitored.
• Analyse and process bill adjustments per official guidelines, ensuring fast dispute resolution with accurate, transparent calculations.

Key Performance Indicators

• Order-to-Service Fulfilment TAT and orders processed within agreed timelines
• Problem-to-Resolution TAT and problems resolved within agreed timelines

Requirements

• Bachelor's degree in Business Administration, Marketing or Engineering (or double the minimum experience in a similar role).
• 5+ years' experience in a similar role, ideally in a Telco & ICT environment.
• Experience with Business Support Systems and customer-facing operations.
• Experience with corporate contracts and billing.
• Strong Excel skills for billing-related calculations.
• Fluent business English; Arabic is a plus.
• Relevant certifications are an advantage.
• Order Management; Mobile, Broadband, ICT & Billing – Intermediate
• Customer Service Delivery and Customer Service Management – Advanced
• Customer Focus and Teamwork – Advanced; Quality & Continuous Improvement – Intermediate