- Oversee and support process by reviewing daily transactions on performance parameters
- Review performance dashboard and the scores for the team
- Support the team in improving performance parameters by providing technical support and process guidance
- Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions
- Ensure standard processes and procedures are followed to resolve all client queries
- Resolve client queries as per the SLA?s defined in the contract
- Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by monitoring compliance with service agreements
- Handle technical escalations through effective diagnosis and troubleshooting of client queries
- Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
- If unable to resolve the issues, timely escalate the issues to TA & SES
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers? and clients? business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA?s
- Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Mentor and guide Production Specialists on improving technical knowledge
- Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
- Develop and conduct trainings (Triages) within products for production specialist as per target
- Inform client about the triages being conducted
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Identify and document most common problems and recommend appropriate resolutions to the team
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
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Wipro Dukhan, دولة قطرDo · • Oversee andsupport process by reviewing daily transactions on performanceparameters · • Review performance dashboard and the scoresfor the team · • Support the team in improving performanceparameters by providing technical support and process guidance · • Record, track, ...
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Duty Controller Operations Support Center
منذ 11 ساعة
QATAR Airways al-Jumayliyah, دولة قطر· The air freight industry landscape is entering an accelerated phase of change and transformation. From digitalising the end-to-end value chain, to fortifying a true e-commerce experience, to the launch of digital freight marketplaces, and much more. At Qatar Airways Cargo, we ...
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Manager Cyber Security
منذ 3 أيام
Talent Pal Qatar, دولة قطر**About Role** · Your role would be as part of the Cyber Security team working directly under the Senior Manager Cyber Security and Risk Management to support Cyber Security Operations & Incident Response function. This is a hands-on technical cyber security role to be able to qu ...
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NES FIRCROFT Qatar, دولة قطرLead Civil Engineer COMP9 Shared Resources · - Responsible for Civil Engineering scope for new onshore buildings related to COMP9 Project's from Tendering to start up of the Onshore Collaborative Center. · - Ensures execution of the project is completed within approved project pa ...
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Cosmetic Dermatology
منذ يوم
PRODIE SANTE SA Qatar, دولة قطرType de contrat: · - Postes (CDI) · - Lieu: · - Qatar · - Référence: · - Nom du contact: · - Emmanuelle, Mélissa or Sonia · - Date de publication: · - January 09, 2023 · **Description de l'emploi**: · **INSTITUTION**: Private day-care surgery center · **LOCATION**: Doha, Qatar · ...
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Special Operations Activities Coordinator
منذ 4 أيام
General Dynamics Information Technology Qatar, دولة قطرClearance Level Top Secret SCI + Polygraph Category Military Operations Location Not Applicable, Qatar Onsite Workplace · **Requisition Type**:Regular****: · **Your Impact**: · Own your opportunity to work with the largest government agency in the nation. Make an impact by advanc ...
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Accounts Payable
منذ يومين
Crowne Plaza Hotels & Resorts Qatar, دولة قطرWe want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality. We pride ourselves on letting your personality and passi ...
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Cyber Security Manager
منذ 3 أيام
Talent Pal Qatar, دولة قطر**About Role** · You would be part of the Cyber Security Operations Center (SOC) & Incident Response team, managing a team of Cybersecurity analysts to improve the Cyber Incident Response process. This is a hands-on technical cyber security role to be able to quickly identify the ...
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Senior Operations Officer
منذ 3 أيام
Talent Pal Qatar, دولة قطرWe are currently recruiting for Senior Operations Officer - WFM within Qatar Airways Customer Contact Center. · Operational accountabilities include: · - In cooperation with Manager Contact Centre Operations (MCCO), the role will be accountable for the administration, optimizatio ...
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Hsse Onboarding Coordinator
منذ يومين
MSELECT Qatar, دولة قطرLocation: · Qatar · - Sector: · Oil & Gas · - Contact: · Nima Ardalan · - Job ref: · 3984 · - Published: · about 4 hours ago · - Expiry date: · **Key Responsibilities** · - Training delivery of multiple Safety modules to a mass of 200 people at a time for several days · - Communi ...
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Weight Control Engineer
منذ 3 أيام
Orion Qatar, دولة قطرJob description · We have a new opportunity for a Weight Control Engineer on a contract basis for a major Oil and Gas client. The position will be based in both Doha, Qatar and Korea. · **Job Title: Weight Control Engineer** · **ACCOUNTABILITIES** · - Ensure Engineering Dossiers ...
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Operational Support Officer
منذ يومين
General Dynamics Information Technology Qatar, دولة قطرClearance Level Top Secret/SCI Category Intelligence Location Not Applicable, Qatar Onsite Workplace · **Requisition Type**:Pipeline****: · **Your Impact**: · Own your opportunity to work with the largest government agency in the nation. Make an impact by advancing the Department ...
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English Teacher
منذ يوم
Pearling Season International School - Al Gharrafa Branch Qatar, دولة قطرWhat We Provide: · - Attractive employment benefits · - Competitive, tax-free salary · - Housing allowance · - Comprehensive medical coverage · - Annual airfare allowance · - Yearly End of Service Benefit · - Opportunity to join our supportive and innovative team at PSIS, known f ...
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Community Connector
منذ يوم
Majid al Futtaim Properties Qatar, دولة قطرMajid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the pas ...
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All Source Analyst, Mid
منذ 3 أيام
Talent Pal Qatar, دولة قطر**Your Impact**: · **JOB DESCRIPTION** · The Counterintelligence Operational Support Team provides Counterintelligence (CI) analysis services that includes the fusing intelligence and collecting of raw data from multiple sources and varying classifications to identify threats, tr ...
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Housekeeping Attendant
منذ 4 أيام
InterContinental Qatar, دولة قطر**About Us** · As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental brand. · Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring ...
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Deputy Program Manager
منذ 13 ساعة
Olgoonik Qatar, دولة قطر**Olgoonik is an Equal Opportunity Employer - EEO AA M/F/Vet/Disability**: · Olgoonik is a strong family of professional contracting companies established to create benefits for our Alaska Native shareholders and fueled by the belief that to do so our operations must remain of th ...
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Senior Project Engineer
منذ 3 أيام
Orion Qatar, دولة قطر**Job description**: · Our Client is a global leader in engineering, procurement, and construction services, and we are currently seeking a highly skilled and experienced Senior Project Engineer to join our team in Qatar on a long-term basis. This key role within the Doha office ...
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Program Manager
منذ 13 ساعة
Olgoonik Qatar, دولة قطر**Olgoonik is an Equal Opportunity Employer - EEO AA M/F/Vet/Disability**: · Olgoonik is a strong family of professional contracting companies established to create benefits for our Alaska Native shareholders and fueled by the belief that to do so our operations must remain of th ...
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Oracle Qatar, دولة قطرPrincipal / Senior Principal Success Services Engineer, Systems · **Applicants are required to read, write, and speak the following languages***: English · **Preferred Qualifications** · **Customer Success Services (CSS)/ Success Services Engineer (SSE)** · **Location**:Qatar - ...
Technical Lead ITTech Call Center Support - Dukhan, دولة قطر - Wipro
