| Employer: | Starlink |
| Job Title: | Team Leader |
| Location: | Qatar |
| Job Type: | Unspecified |
| Category: | Customer Service and Call Center |
| Description: | Role Title: Team Leader Reporting to: CC Supervisor Business Unit: Call CenterDepartment / Section: Ooredoo Call Center A. ROLE & CONTEXTPurpose:To monitor and supervise Customer Services Representative (CSR). To ensure member attend and resolve customer complaints related to Ooredoo product/ services and programme benefits ensuring complete customer satisfaction.Context:Role holder is responsible for performance of CSRs. Respond to customer needs related to Ooredoo services/products, including after-sales services, programme benefits enhancing customer relationship and experience. B. ROLE ACCOUNTABILITIESOverview· Lead & guide a team of Customer Service Representatives to provide superior customer services to all members ensuring customer satisfaction.Costs & Profitability· Monitor CSRs performance, skills, capabilities, product knowledge, cost analysis/transaction analysis for staffs etc.Customers· Provide guidance to members on services, available packages , value added services, programme Service and Benefits· Provide feedback on products performance, programme benefits/offers, member perceptions & expectations. · Attends to and log in customer queries in Ooredoo provide Applications and resolve customer complaints in frontline itself or escalate to concerned dept. Business orientation· Encourage healthy relationship between customers and CSRs to enhance customer satisfactionPlanning & Organising· Review of the team member’s performance and take corrective steps on daily, weekly and monthly basis · Work closely with the Quality and Training teams to ensure customer delight and to meet customer expectations within the departmentProblem Solving· Answer member’s queries, resolve complaints, and address any other issues related to staff members for carrying meticulous operations for excellent functioning of the departmentCommunicating, negotiating & influencing· Teamwork is absolute essential and there is significant interface with programme management, Ooredoo Products / Services related to Field installation, NOC-Mobile, NOC_IT, Credit Control, KB Team, Level 2, IT Department etc |
| Qualifications: | |
| Salary: | Unspecified |
| Contact: |
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