Customer Services Specialist

Full Time @ Brunel Sector: Customer Services
  • Doha, Qatar View on Map
  • Date Posted : October 27, 2022
  • Salary: Negotiable
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About the job

Your Tasks

  • Ensure good communication and coordination between the front line customer services and the operational response team to enable immediate response to any issues raised by the general public/ Qatar residents.
  • Work closely with the Customer Service team to obtain relevant customer concerns for immediate actions. If required, coordinate back to the customer service desk for closing of the open ticket/ client contact.
  • Manage, guide and motivate team members to carry out necessary activities to monitor & inspect Framework Contractors activities in assigned catchment zone to ensure the efficiency & sustainability of the network and ensure Framework Contractor’s adherence to agreed KPIs/SLAs.
  • Provide technical expertise to Section Head on programme of works to sustain and periodically review & improve levels of service to customer and other stake holders.
  • Conduct a continuous daily programme of audits on both Framework Contractor sites and on Inspector field performance, and provide reports to the Section Head
  • Plan, schedule and instruct Inspectors to carry out the required programme of inspections and administrative tasks related to permits such as Dewatering and Grease Traps
  • Ensure Framework Contractor’s compliance with the Dewatering PWA Requirements and Permit Conditions
  • Ensure team members and Framework Contractor’s compliance with all processes and procedures relating to Enterprise Asset Management System (EAMS), Customer Relationship Management System (CRMS) and other drainage network operations & maintenance (DNO&M) systems and processes and identify and discontinue redundant/duplicate activities
  • Ensure Framework Contractors’ personnel comply with Company’s Health and Safety Policy and Procedures
  • Provide technical expertise and guidance and act as first point of escalation on complex or difficult customer applications and permits issues
  • Actively participate in the implementation of customer service improvements and initiatives as directed by the Head of Emergency & Customer Services (E&CS) Section, ensuring all staff follow agreed processes and procedures
  • Work as required with other Sections, Departments and Government organizations to ensure all necessary activities are undertaken to meet DNO&M and E&CS KPIs
  • Participate in the out-o-hours “On Call” rota to ensure 24/7 coverage is provided to respond and resolve Incidents and Emergencies
  • Support the section and department in emergency management such as rainy season activities including attendance at Emergency Control Centre (ECC) and/or on site
  • Ensure adherence to Quality, Health and Safety and Environment Policy and Procedures within the workplace and comply with any new work instructions.
  • Perform other duties / tasks as required

Your Profile

Qualification:

  • Minimum Bachelor’s Degree in the Management/Communication or other relevant discipline
  • Education qualification obtained from North America, West Europe, Australia
  • Holder of Accreditation from recognize Institute or similar would be an advantage
  • Current/valid Qatar Driving License would be an advantage

Experience:

  • Minimum of 15 years of relevant experience
  • Able to work at all levels with clients and management
  • Experience of working in a multidisciplinary organization preferably in the Middle East
  • Ability to influence and engage stakeholders and staff at all levels within and outside the Organisation
  • Ability to communicate verbally and in writing in English is mandatory.
  • Ability to communicate verbally and in writing in Arabic would be an advantage.

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