Purpose:
To attend and resolve customer complaints related to Ooredoo produ and programme benefits ensuring complete customer satisfaction coming through social media channels like Facebook, twitter, Live Chat etc.
Context:
Respond to customer needs related to Ooredoo servic, including after-sales services, programme benefits enhancing customer relationship and experience.
Overview
Customer Service Representatives to provide superior customer services to all customers on the digital platform like Facebook, Twitter, Live Chat, Instagram etc.
Customers
Agent check Social Media networks at all time, if it is complaint and was not resolved immediately, takes it offline and obtain customer details and contact number.
Guide customers on available Ooredoo product and services, packages, value added services
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Ensure proper recording and closure of all issues.
Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
Agent to follow-up and check complaint status with the concerned department by emails.
Communicate in a helpful and friendly manner with every customer over the telephone
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 Ooredoo to enhance customer satisfaction
Communicating, negotiating & influencing
Participate in regular workgroup meetings and training workshops.
Provide support to other staff members when required.
Behaving in professional way
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