Customer Service Executive

Job Description

<strong><u>Job Description<br><br></u></strong>Provide support to Batelco customers by effectively handling and resolving customer inquiries or complaints and ensuring customer satisfaction at the core of every decision and behaviour<br><br><strong><u>Skills<br></u></strong><ul><li>Attend queries, requests or complaints related to Mobile/Fixed/ Inet/ Directory Query/ Telegram received through the various contact center channels</li><li>Understand and investigate the queries, requests or complaints</li><li>Liaise with relevant internal team/ departments to address customer query or complaint or forward the case to other relevant team/ department</li><li>Provide accurate, valid and complete information or solution by using the right sources of information</li><li>Make outbound campaign calls to the customers providing information about new products, offers, services etc. Take appropriate action to address customer requests, queries or complaints on outbound calls</li><li>Inform Team Leader when a recurrent problem appears, to prevent further cases</li><li>Maintain and update customer information in the database</li><li>Meticulously follow the defined business process while attending to the clients’ queries, requests or complaints</li><li>Follow communication scripts and protocols and ensure adherence to quality standards and guidelines</li><li>Keep abreast of products and promotions to provide exceptional customer support</li><li>Take ownership for attending the trainings as per the plan</li><li>Take ownership for completing PMR process, employee engagement surveys in time</li><li>Continuously share the knowledge and understanding of the telecom industry and business trends</li></ul>