Consumer Contact Centre Advisor

Role Overview

Consumer Contact Centre Advisor at Elate. This role manages high-value customer relationships and delivers exceptional support across phone, online, and in-person channels.

Role Purpose

Build and maintain premium customer relationships while delivering proactive, high-quality service. You are accountable for driving customer satisfaction, retention, and new acquisitions while ensuring contractual obligations are met and service quality remains uninterrupted.

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 by 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 raised by clients and keep them updated as required.
• Proactively check customer accounts to ensure there are no alarms.
• Update customers regularly on pending payments and other service-impacting scenarios.

Teamwork

• Work as part of a team to ensure always offering an awesome customer experience.
• Ensure effective interaction within the team and maintain respect and collaboration.
• Ensure team collaboration with cross functional teams to understand customer issues and fix them proactively.
• Build effective business relationships with open communication, clear and concise manner.

Resilience & Problem-Solving

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

Qualifications & Experience

• High School diploma.
• 1–2 years of relevant experience as a client relationship manager or a track record of managing client relationships, preferably in the telecommunication sector.

Skills & Competencies

• Excellent communication aligned with Vodafone Qatar's defined quality standards.
• Knowledge and understanding of client handling.
• Proactive approach to service delivery.
• Ability to maintain high-level business relationships.

Additional Information

• This role directly impacts the high-value and most important customers of Vodafone Qatar.
• Full details are available on the employer's original posting.