Customer Service Representative
Qatar Telecom (Qtel)/ Ooredoo
Total des années d'expérience :15 years, 8 Mois
Ooredoo (previously Qatar Telecom) is the exclusive telecommunications provider in Qatar.
Highlights:
• Expanded scope of operations for sales of BlackBerry in Qtel Al khurbranch and suggested new offers for the product resulting in increase the sales of the device and bestowed with highest sales award for Qtel Qatar.
• Recorded the highest sales of the BlackBerry device in Qtel Qatar's for the half year of 2012, achieved the highest sales of MOZAIC service of Al khur branch in 2012 and attained the highest customer service order entry in Al khurbranchin 2011.
Key Responsibilities:
• Planning and implementing an integrated range of customer service policies and procedures in consistence with the overall goals/objectives of the organization.
• Providing superior service to Qatar Telecom (QTEL) customers, efficiently managing an array of customer service activities, responding promptly to all the customer applications and claims.
• Serving a broad range of customers, managing cashier desk by receiving the bill payment from the customer.
• Responding to customer complaints in a professional manner; attempting to resolve complaints successfully in accordance with established guidelines.
• Meeting customer's specific telecommunications needs and articulated the advantages of QTEL product, the mobile phones and all the telecom devices provided by QTEL such as USB modem, etc.
• Initiating new transactions services to the company’s system and multiple monthly services such as the transmission of landlines or replacement of chips (Oracle- EBusiness)
• Maintaining accurate record of customer interactions and transactions, recording details of inquiries, complaints and comments, as well as actions taken to cater to the same.
• Coordinating with co-workers, leads and other departments, assisting colleagues and other team members to understand and solve the customer problems related to QTEL products.
The Group has over 16 companies under the umbrella and employs over 1900 people.
Highlights:
• Transformed processes for maintenance of employee database consisting of 1, 300 employee files, and organized these files based on the subsidiary sponsor company and affiliation ranks.
• Approved the new recruitment process for subsidiary companies in close coordination with the chairman of the Board.
• Supported the management by developing policies and procedures for the implementation of effective HR practices in compliance with labor law in Qatar and supervised its implementation within the companies process.
• Strengthened the process for evaluating the skills, performance and job satisfaction level by introducing a secret complaints box for staff and provided an employee-oriented, high performance culture that emphasizes empowerment, quality, productivity and standards.
Key Responsibilities:
• Assisted the company in all facets of HR functions and provided administrative support for recruitment, employment of new employees and the maintenance of employees files and identity papers in liaison with the project management team to organize employees files.
• Managed personnel maintenance responsibilities which included recording of leave application requests, their leave balances, vacations, salaries, increment and settlement of dues at time of leaving the job.
• Handled the interpretation and administration of HR process with reference to governmental regulations, domestic laws (penalties and warnings) of the company and other pertinent policies.
• Planned, developed, modified, implemented and evaluated personnel and labor relations strategies and mediated with company manager and branch managers in meetings and supervised the implementation of new decisions.
• Assisted with the development and implementation of reporting procedures; oversaw maintenance of department records /disposal and maintained the confidentiality of all information.
• Ensured accurate maintenance of files and records pertinent to employee details and information such as expiration of passport, end of the residence permit and the end of visa, etc.
Highlights:
• Awarded cash prize from the company for providing professional accommodation planning and control service for workers residence No.38 and improving its health and living status.
• Ensured the accommodation sites meets all the necessary Health and Safety requirements, offered psychological comfort to workers by inspecting the accommodation periodically to ascertain that hygiene and health and safety regulations are met.
• Responded positively to workers inquires and complaints and took appropriate action in line with the complaints procedure and provided them with best comfort through proper maintenance and arranging repairs of the facilities.
Key Responsibilities:
• Drove improvements to the accommodation service, coordinated activities of personnel management and residential services encompassing the accommodation of workers, staff and senior staff.
• Provided company employees with accommodation, managed the implementation and completion of accommodation security management and following up security and safety affairs.
• Acted as the central point of contact for leasing all empty apartments and renting ones to the company when necessary.
• Managed and supervised housing guards, cleaners and maintenance workshops and interfaced with the service providing companies to meet the defined objectives of the organization.
• Improved the quality of life for residents, conducted periodic maintenance and oversaw the sterilization supplies are maintained as per the requirements.
• Ensured the smooth running of accommodation facilities through effective liaison with water electricity and sterilization bills companies.
• Administered and supervised the external suppliers which are rendering services, ensuring good service and compliance with company defined procedures.
Other Relevant Experiences:
• Sept 2007 - Sept 2008: Branch Operator in the City of Idlib, Fruit and Vegetables Corporation
• Jul 2006 - Oct 2006: Supervisor Of Urgent Requests Coordination, Ministry of Electricity
• Jul 2005 - Oct 2005: Pesticides Squirt Worker, UNICEF
Other Trainings & Certifications: • Business Strategy • Microsoft Office Certified • Leadership Program