Complaints Management Advisor
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الوصف الوظيفي Work in the Complaints Management Team within Customer Operations team for Vodafone Qatar to really deliver an awesome customer experience. The role is responsible for handling multiple tasks and activities primarily but not limited to handling CRA Complaints (Complaints formally registered and accepted by the regulators), working in coordination with Vodafone Regulatory Team and Communication Regulatory Authority (ICT Qatar), ensuring that Vodafone’s Terms and Conditions, Policies and Code of Practice are well respected and implemented and monitor all the stakeholders/employee’s implication with the internal rules and policies. Key Responsibilities: Responsible for investigation, resolution and reporting of all the customer related complaints raised by CRA Qatar Ensure that CRA Complaints are resolved within the SLA set by the Regulators Ensuring that Vodafone’s Terms and Conditions, Policies and Code of Practice are well respected and implemented and monitor all the stakeholders/employee’s implication with the internal rules and policies Becoming familiar with the Vodafone’s Terms of Service and Conditions, License Obligation, Telecommunications by Law, and Telecommunications Consumer Protection Policy and uses these resources whenever handling & resolving the complaints Responsible for securing approval and justifying compensations, maintain records on the CRM (Siebel) Use a variety of Tools (CRM,ITSM, DWH, Sure pay etc) for investigation, documentation and coordination with different internal and external Teams (MNP, Huawei, TSSI) Liaise with all levels of management throughout the business, including partners and vendors in addition to attending client meetings and CRA meetings Highlighting risks and possible exposure of the Company to relevant stake holders and holding them accountable to make the necessary changes and or resolving the complaints Coordinating with other departments such as Technology, Product, Billing, Retail, Care, Digital Team, CDM and FMS teams to ensure that complaints are resolved satisfactorily Documenting all activities related to each complaint for easy reference in future conversations with the customer both in the CRA CRM and Vodafone CRM Prepare monthly, quarterly, and annual CRA Complaints reports and analysis Aligning with Vodafone Regulatory Team regarding the complaints, resolutions &, trends Attend meetings with CRA (Communication Regulatory Authority) & other service provider whenever required to discuss and resolve pending complains or escalations المهارات • Bachelor’s Degree Previous Call Centre Representative Telecom Experience at least 5 years Strong Communication (both verbal & Good working knowledge of MS Outlook, In-depth knowledge of customer service Excellent Analytics & Investigative Skills Stakeholder management skills and able Comprehensive knowledge of product تفاصيل الوظيفة https://www.bayt.com/ar/qatar/jobs/complaints-management-advisor-4612366/ |
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