Key accountabilities and decision ownership:
Customer Focus:
Build and maintain very high standards of business relationships with premium clients and key personnel managing the premium customer accounts. React swiftly to customer concerns and working cross functionally to resolve them.
Handle customer enquiries, answering queries in person, over the phone, or online and provide support and comprehensive product / service information to customers.
Achieve consumer/client relationship targets and KPI’s, as set. Monitor customer contacts against service level agreements and flagging potential issues.
Conduct periodic reviews to ensure clients are satisfied with their products and services. Alerting the sales team to opportunities for further sales within key clients and Letting customers know about other products the company offers.
Carry out client satisfaction surveys and reviews. Liaise with internal departments to ensure client needs are fulfilled effectively. And escalate and resolve areas of concern as raised by clients and keeping them updated, as required.
Teamwork:
Work as part of a team to ensure always offering an awesome customer experience. Effective interaction within team and respect team and works well within the team.
Ensure team collaboration with cross functional teams to understand customer issues and fix them proactively.
Build effective business relationship with an open communication ability, and in a clear and concise manner.
Resilience
Ensure quick reaction time in case of any customer related issues and work effectively with cross functional teams to resolve them. Maintain effective work behaviour in the face of pressure and setbacks. Successfully adapts to changing demands and conditions.
Ensure to resolve consumer’s service-related concerns and make systematic and rational judgments based on information and relevant assumptions.
Perform any additional project, task or activities assigned/delegated by the Line Manager.
Qualifications
Education-High School diploma
Knowledge and Experience:
1-2 years of relevant experience as a client relationship manager or a track record of managing client relationships, preferably in telecommunication sector.
Knowledge and understanding of client handling with excellent commnuication aligned with Vodafone Qatar’s defined quality standards.
Skills Required
- High school diploma
- 1-2 years of relevant experience in client relationship management or demonstrated client relationship management experience
- Experience in the telecommunications sector
- Knowledge of client handling and customer service quality standards
- Excellent communication skills
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What We Do
At Vodafone, we are known for our technology, but the truth is, it is humanity that drives our business forward. With the global pandemic raising so many questions for tech brands, it has highlighted the leading role that we need to play. We believe that, when working together, humanity and technology can find the answers and create a better future for all. Working at Vodafone is all about helping people feel ready to benefit from new technology. We bring the future to even the most remote places, using technology to help families in disaster zones, showing young people that a phone is not just for fun and thinking about technology that doesn’t even exist yet. More than 35 years ago, we made the first-ever mobile phone call, we sent the first SMS in Britain and have been changing the lives of billions of people ever since. Now, we are using smartphones to fight cancer, big data for social good, and we aim to connect over 250 million people to our next generation networks by 2025. We are passionate about building a workplace where you can truly be yourself, share inspiration, embrace new opportunities, thrive and make a real difference to people and our planet. We are known for our technology, but it is humanity that drives us forward. What are you passionate about?
