Key accountabilities and decision ownership:

Customer focus:

• Provide prompt and efficient service to customers; go out of the way to ensure that individual customer needs are met within company guidelines. Own and manage the customer relationship: resolving queries efficiently and effectively.
• Ensure service level agreements are met and maintained. Handle customer care tasks as per defined productivity and Quality targets.
• Deliver an awesome customer experience through meeting targets for CDI (Customer Delight Index) and receiving Compliments and appreciation from customers and colleagues.
• Ensure to handle assigned tasks accurately, use the job tools (telephone and computer) effectively and be proactive regarding the improvement of processes and procedures.

Resilience, Analytical and Team Player

• Maintain effective work behavior in the face of pressure and setbacks at all times. Successfully adapts to changing demands and conditions during business operations.
• Makes systematic and rational judgments based on information and relevant assumptions during business operations with clear and concise communications aligned with company
• standards.
• Works as a team to ensure offering an awesome customer experience and interacts with colleagues in an effective manner. Respect others and work well within the team at all times. Perform any additional project, task or activities assigned/delegated by the Line Manager.

Qualifications

Education & Experience:

• High School diploma or equivalent.
• 1-2 years of relevant experience in a customer-facing role with an ability to communicate with customers as per Vodafone Qatar’s defined quality standards.
• Knowledge and understanding of managing customer interactions and providing effective solutions.
• Knowledge of telecommunications, chat and social media platforms and telephony systems is a must, and strategic thinking and making quick decisions is a key part of the role.
• Computer literacy, Windows Operating Systems, and internet applications- preferred