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    Head baker - Doha, دولة قطر - The St. Regis

    The St. Regis
    Default job background
    وصف
    JobSummary


    Todeliver superior customer service to company s residential/businesscustomers including Platinum and VIP customers on general enquiry,billing, technical, relocation, Fibre delay and Dealer Hotlinesupport for all company services such as Mobile, Broadband, DigitalVoice, TV and all other Value-AddedServices.


    Responsibilities

    Provide professional customer care support on a 24x Hotline)basis for general enquiry, billing support and technicaltroubleshooting.

    Provide resolution related to all company s services such asCompany s Mobile, Broadband, Digital Voice, Company s TV and allotherValue-Added Services (VASes) on a timely manner within Service LevelAgreement from all various escalationmodes.

    Educate and guide customer on end-to-end self-help transaction andto achieve first callresolution.

    Handle Business relocation, consumer relocation, customer fiberdelay issues, to work with internal (SPOC) to liaise with thirdparty fiber provider (NLT) for resolution.

    Support compan s dealercall in to check on customer s eligibility to apply forNew/Recontract services based on consumer/businesspolicy.

    Track all callback/follow up cases via CARE portal and utilizesknowledge management portal at all time, to ensure accurateinformation provided tocustomer.

    Ensure that all other enquiries which are escalated to other teamsor departments are handled in a timelymanner.
    Up sell and cross sell all Company s services whenever customerscall into thehotline.

    Collect and channel feedback on customers needs, potential issues,processes and service enhancement to Management as an ongoingprocess in the pursuit of serviceexcellence.

    Provide statistics and information on the nature of calls as andwhen there is call surge on the product or customer s issues.

    promotions, product launches and technicaloutages.
    Provide ad-hoc onsite support / make outbound calls to resolveissues for exceptionalcustomers.
    Proactively alert customers of potential issues to enhancecustomers experiences with thecompany.
    Process manual orders not supported by systemautomation.
    Contribute to the success of the department / division by achievingall the Key PerformanceIndicators.

    Requirements


    Diploma in IT / Computer Studies / Networking or GCE Alevel
    1 to 2 years of working experience in a service industry will be anadvantage.
    Excellent interpersonal and communicationskills.
    Systematic, meticulous and a good teamplayer.
    Willing to work on rotational shift roster and weekends / publicholidays


    Diploma in IT / Computer Studies / Networking or GCE A level 1 to 2years of working experience in a service industry will be anadvantage.

    Excellent interpersonal and communication skills.
    Systematic, meticulous and a good team player. Willing to work onrotational shift roster and weekends / publicholidays

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