Customer Service Officer
Qatar District Cooling Company
Total years of experience :16 years, 1 Months
- Own the overall customer satisfaction.
- Submit the Monthly report includes new signed units (leased & owned ), the cooling load increase, number of disconnected units, number of pending signed agreements, monthly customers` inquiries, monthly customers` complaints, newly signed Villas, number of Villas under construction, Villas Broadcast, number of signed and operational retail shops and customers` surveys.
- coordinate with TCAD (The Pearl Qatar Central Authority Directorate ) for new change of ownerships and provide them with clearance certificate for sold properties.
- Monitor the overall quality and consistency of service and/or product delivery, and take preemptive actions when necessary.
- Carry out necessary activities and following up to ensure high customer satisfaction to increase of business volume with clients.
- Maintain an updated Payment Accounts for each unit and check and approve the disconnection letters before sending them out.
- Maintain and update the Customer File and the customers’ database.
- Setting up customer service support teams and claims handlers.
- Coordinate with The Pearl Qatar developers for Their Individual Owners.
- Present the company to the new owners in The Pearl Qatar.
- Generate and Organizing all Pearl Qatar Apartments, Town houses, Villas and retail shops District Cooling Agreements.
- Maintain Quarterly reports for signed, unsigned, disconnected, Re-connected and newly purchased units.
- Maintain monthly mail instruction sheets for all customers.
- Explain in Details the Individual cooling Service Agreement.
- Replying to customers` inquiries via calls, emails, post and visits.
- Collect customers payments and request for payments allocations.
• Develop new kind of solutions to solve customers` complaints from the first call
• Call VIP customers to solve their problems
• Trouble Shoot customers complaints .
• Give training on the systems used in the call center for new joiners .
• Support and Assist the call center agents for any difficult and complicated cases .
• Communicate with Qtel IT team to solve Virgin`s customers problems
improving the team and facilitating the communication among the members of team.
Exceeding and meeting departmental objectives, including conversion targets, and lead generation.
Creating sense of ownership within the employees and resolving employee issues, if any.
Encouraging, supporting, and motivating actively one’s peer team.
looking constantly for development as well as continuous improvement for the entire team.
Monitoring, organizing, and coaching team on a day-to-day basis.
Communicating the company’s purpose, core values, vision to the front employees.
ensuring that the employees follow their schedules properly as designed.
Striving for new ways continually, to increase the opportunities of sales.
Handling escalated calls, complaints, questions, and queries as necessary.
Facilitating cross-functional communication within employees for improved working condition
Communicate with work force management for staff shifts, duties and vacations
Report SLA results to management on daily basis
• Answer customers’ calls and respond to their inquiries with excellent quality
• Promote Syriatel services to customer in adequate way.
• Suggest the proper solutions for customers’ complaints and inquiries depending on company’s policies and procedures.
• Register unsolved customers’ complaints on customer relation management to be followed up with retention unit.
• Escalate the non-solved complaints to the retention unit after five days if the customer re-called the call center.
• Ensure the proper registration for all customers’ inquiries on call center statistics application.
• Report all detected problems from the customer’s feedback or system errors to the direct supervisor.
• Report the non-detected conformities in procedures and policies to the direct supervisor for corrective and preventive action.
• Add \ delete services according to customer’s needs within Syriatel policies.
• Promote & sell the new services to customers.
• Perform any duties or assignment requested by the management.
• Contributing in the enhancement of customer’s satisfaction.
Graduated from the faculty of Arts and Humanities (Al- Baath University) English Literature.