The CSR is responsible for answering incoming calls from customers to take orders, respond to inquiries and questions, handle complaints, troubleshoot problems, and provide information related to products and services.

Accountability & Responsibilities of Role:

• Customer Service Representatives to provide superior customer services to all customers calling the call center.
• Guide customers on available product and services, packages, value added services
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ensure proper recording and closure of all issues.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Agent to follow-up and check complaint status with the concerned department by emails.
• Communicate in a helpful and friendly manner with every customer over the telephone
• Log in customer queries and resolve customer complaints in frontline itself or escalate to concerned dept.
• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets

Position Requirement:

• Minimum 6 months Call Centre or Customer service experience
• High school or Degree preferred
• Bilingual Communication Skills
• Good knowledge about Ooredoo products and services
• Computer literate with knowledge about Customer Relations Management (CRM) system, CCM System and billing systems
• Ability to work under pressure & willingness to work in all shifts
• Good track record on QSL and VOC scores
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Flexible to work in shifting hours
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Impressive, demonstrable track record and skills/experience gained within a similar position(s), at a similar level.