Consumer Contact Centre Advisor

Role Overview

Consumer Contact Centre Advisor at Elate. This role directly impacts high-value and most important customers and is responsible for maintaining a high level of business relationship with a proactive approach to ensure customers are treated and managed in an effective manner.

Role Purpose

Build and maintain business relationships with premium customers, proactively drive service improvement, retention, new acquisitions, and ensure contractual obligations are met. The role ensures the service provided is of highest quality, customers can use the service uninterrupted, and are regularly updated on pending payments and other service-impacting scenarios.

Key Responsibilities

Customer Focus

• Build and maintain very high standards of business relationships with premium clients and key personnel managing 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.
• Provide support and comprehensive product and service information to customers.
• Achieve consumer and client relationship targets and KPIs 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.
• 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.
• Proactively check on customer accounts to ensure there are no alarms.
• Ensure customers are updated regularly on pending payments and other potential service-impacting scenarios.

Teamwork

• Work as part of a team to ensure always offering an awesome customer experience.
• Demonstrate effective interaction within team and respect for team members.
• 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 open communication ability in a clear and concise manner.

Resilience

• Ensure quick reaction time in case of any customer-related issues.
• Work effectively with cross-functional teams to resolve issues.
• Maintain effective work behaviour in the face of pressure and setbacks.
• Successfully adapt to changing demands and conditions.
• Resolve consumer service-related concerns.
• Make systematic and rational judgments based on information and relevant assumptions.

General Duties

• Perform any additional project, task, or activities assigned or delegated by the Line Manager.

Qualifications & Experience

• High School Diploma.
• One to two 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.

Skills & Competencies

• Computer literacy.
• Windows Operating Systems proficiency.
• Internet applications proficiency.
• Excellent communication skills.