Purpose of Role:
Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information related to products and services.
Respond to customer needs, including after-sales services, programme benefits enhancing customer relationship and experience.
Accountability & Responsibilities of Role:
- Customer Service Representatives to provide superior customer services to all customers calling the call centre.
- 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 in product provide Applications 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
- 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 score
- 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.
Apply now! Join us and grow your career at Starlink.
Interested applicants, may send the CV to recruitment@starlink.qa
Thank you for your interest at Starlink Qatar.
