hassan mohmad صالح

Customer Service في vodafone Qatar

• قطر - الدوحة
• فبراير 2009 إلى سبتمبر 2013

Vodafone Q.S.C 2009-2013

Customer Care Operation & Enterprise

- providing help and advice to customers using your organisation's products or services;
- communicating courteously with customers by telephone, email, letter and face to face;
- investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
- handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
- issuing refunds or compensation to customers;
- keeping accurate records of discussions or correspondence with customers;
- analysing statistics or other data to determine the level of customer service the organisation is providing;
- writing reports analysing the customer service that your organisation provides;
- developing feedback or complaints procedures .
- developing customer service procedures, policies and standards for the organisation or department;
- meeting with other managers to discuss possible improvements to customer service;
- being involved in staff recruitment and appraisals.
- training staff to deliver a high standard of customer service
- learning about the organisation's products or services and keeping up to date with changes;
- keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses
- Full management of the Enterprise Accounts both SME & SOHO
- Taking ownership of the incident and maintaining and seeking faster solutions with 1st or 2nd line support
- Played major part of the technical support team incidents creation escalations and resolutions .


- IT technical support officer

• installing and configuring computer hardware operating systems and applications;
• monitoring and maintaining computer systems and networks;
• talking staff/clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues;
• troubleshooting system and network problems and diagnosing and solving hardware/software faults;
• replacing parts as required;
• providing support, including procedural documentation and relevant reports;
• following diagrams and written instructions to repair a fault or set up a system;
• supporting the roll-out of new applications;
• setting up new users' accounts and profiles and dealing with password issues;
• responding within agreed time limits to call-outs;
• working continuously on a task until completion (or referral to third parties, if appropriate);
• prioritising and managing many open cases at one time;
• rapidly establishing a good working relationship with customers and other professionals, e.g., software developers;
• testing and evaluating new technology;
• conducting electrical safety checks on computer equipment.

- Retail Operations :

 Achieve the daily monthly yearly Sales targets with required quality
 Provide frontline customer services i.e. A/C activation, management, deactivation etc..
 Be involved in stock control and management.
 Assisting shoppers to find the goods and products they are looking for.
 Being responsible for processing cash and card payments.
 Stocking shelves with merchandise.
 Answering queries from customers.
 Reporting discrepancies and problems to the supervisor.
 Giving advice and guidance on product selection to customers.
 Balancing cash registers with receipts.
 Dealing with customer refunds.
 Responsible dealing with customer complaints.
 Working within established guidelines, particularly with brands.
 Attaching price tags to merchandise on the shop floor.
 Responsible for security within the store and being on the lookout for shoplifters and fraudulent credit cards etc.
 Receiving and storing the delivery of large amounts of stock
 Keeping up to date with special promotions and putting up displays.