Vodafone Qatar
Requirements
Requires 2-3 years of experience in technical support within the telecommunications sector and knowledge of fixed infrastructure and networking. Candidates must hold at least a high school diploma and be proficient in computer systems and internet applications.
Job Summary
Key accountabilities and decision ownership:
* Provide prompt and efficient technical support and service to customers; goes
out of the way to ensure that individual customer needs are met.
* Own and manage the customer relationship: resolving technical queries
efficiently and effectively. Handle customer care tasks as per defined
productivity and Quality targets. Ensure service level agreements are met and
maintained.
* Deliver awesome customer experience through meeting targets of TNPS
(Touchpoint net promoter score) and receiving Compliments and appreciation
from customers and colleagues.
* Own the interaction and ensure customer has got all information and solution
required and use the job tools (telephone and computer) effectively.
* Handle all assigned tasks. Be responsible, adhere to work, break, and other
schedules you are rostered in and be a team player.
* Maintains effective work behaviour in the face of pressure and setbacks.
Successfully adapts to changing demands and conditions.
* Makes 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 & Professiona Qualification:
* High School/ Diploma or equivalent
* Computer literacy, Windows Operating Systems, and internet applications
Knowledge & Experience:
* 2-3 years of relevant and proven experience in handling complex technical
contacts in telecommunication sector. (Call centre experience is preferable
and experience in a service-related industry is an added advantage).
* Knowledge of fixed infrastructure and networking and flexible to work in
varied shifts within a 24×7 environment.
* Knowledge in telecoms and telephony systems and in managing customer
interactions and providing effective solutions.
Responsibilities
Provide efficient technical support and manage customer relationships by resolving queries and complaints effectively. Ensure service level agreements are met while delivering an excellent customer experience across various communication channels.
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