Customer Service Representative
Qatar Rail
Total years of experience :5 years, 8 Months
Duties and Responsibilities
✓ Obtains client information by answering telephone calls; interviewing clients; verifying information.
✓ Determines eligibility by comparing client information to requirements.
✓ Establishes policies by entering client information; confirming pricing.
✓ Informs clients by explaining procedures; answering questions; providing information.
✓ Maintains communication equipment by reporting problems.
✓ Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
✓ Updates job knowledge by studying new product descriptions; participating in educational opportunities.
✓ Controlling the Customer Information Controller in terms of Public announcement and the Public Information system.
✓ Updating QR app with any new information related to Train movement to make the customer up to date.
✓ Social Media specialist and Customer Service Agent: Replying to English social media interaction and, handling cases on CRM such as Contact us, Incoming Emails, Service Request and Complaints.
✓ Answering English calls and Resolving Customer's issue -Emergency cases, Crowding issue in the stations, AC problem and Station equipment.
✓ Informing DM/LS and report the issue to the fault controller and file it in ICC log for Qatar Rail report.
✓ Deal with safety problems with high priority and report it to Qatar Rail.
courses: Member of Tourism Management Society