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 work 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 flag potential issues.
• Conduct periodic reviews to ensure clients are satisfied with their products and services. Alert the sales team to opportunities for further sales within key clients and let 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. Escalate and resolve areas of concern as raised by clients and keep them updated, as required.

Teamwork:

• Work as part of a team to always offer an awesome customer experience. Effective interaction within the team and respect the team and work well within the team.
• Ensure team collaboration with cross-functional teams to understand customer issues and fix them proactively.
• Build effective business relationships 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 adapt to changing demands and conditions.
• Ensure to resolve consumers’ 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

Education & Experience:

• High School diploma
• Computer literacy, Windows Operating Systems, and internet applications
• 1-2 years of relevant experience as a client relationship manager or a track record of managing client relationships, preferably in the telecommunication sector.
• Knowledge and understanding of client handling, with excellent communication aligned with Vodafone Qatar’s defined quality standards.