Vodafone Contact Centre Advisor Jobs in Doha, Qatar
At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us.
Through our technology we empower people, connecting everyone regardless of who they are or where they live, we protect the planet and help our customers do the same.
But we’re not just shaping the future of technology for our customers – we’re shaping the future for everyone who joins our team too. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable, more inclusive world.
But we’re not just shaping the future of technology for our customers – we’re shaping the future for everyone who joins our team too. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable, more inclusive world.
If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities and support to help you belong and make a real impact.
A key pillar of Vodafone’s purpose is to reduce our environmental impact and help society decarbonize. At the heart of this approach is using digital technology to save energy, make more efficient use of natural resources, and create a more circular economy to reduce e-waste. Vodafone’s environmental and sustainability goals focus our efforts where we believe we can have the greatest impact. In July 2021, all the grid electricity we used in Europe was matched with renewable sources. By 2025, we aim to match 100% of the electricity we use globally with renewable sources. By 2030, we aim to reach net zero emissions from our operations and from energy we purchase and use (Scope 1 & 2) – and reuse, resell or recycle 100% of our network waste. As a leading provider of IoT solutions, we are helping our customers to reduce their own carbon emissions through green digital solutions. By 2040, we aim to reach net zero emissions across our full value chain (Scope 1, 2 & 3). Our circularity strategy is designed to increase consumer awareness of product sustainability, prolong the life of existing devices, and increase the range of refurbished devices.
Belonging at Vodafone isn’t a concept; it’s lived, breathed, and cultivated through everything we do. We know Vodafone is only at its best when our people are. That’s why our efforts to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included are unwavering. That way we can be sure we’re best representing the communities we serve and bring our different ways of thinking together to tackle problems.
Vodafone Contact Centre Advisor
Job Description
Role purpose:
Work in the CXO customer care Operations team for Vodafone Qatar to really deliver an awesome customer experience that ‘makes a world of difference to all people in Qatar’ and delivers on our VFQA vision of being the most admired brand in Qatar.
The role is responsible for handling multiple customer care tasks and activities including but not limited to inbound/outbound calls related to Mobile Money, technical calls related to Mobile Money platform, emails, online communication, trouble tickets and customer complaints/escalations. The role is an integral part of the Customer Care team and applies to both business and consumer customer segments.
To ensure all mobile money customers of Vodafone Qatar get an unmatched experience and all customer queries and complaints are resolved / escalated on the first interaction. Be responsible to interact with customers to ensure all complaints and concerns raised by these customers are resolved on time and be the brand of Vodafone money and bring in a differentiation from the competitors.
Qualifications
Key accountabilities and decision ownership:
- Customer interaction
Responsible for the interaction with customers and provide support for any Mobile Money related complaints and resolve customer issues.
- Problem resolution
Use available Mobile Money tools and systems to identify and verify customer information and resolve /escalate customer issues to 2 nd level teams.
- Communication:
Be clear and concise in the customer communication by using appropriate language and showing empathy towards the customer.
- Custome Focus:
Concerned to provide prompt and efficient service to customers; goes out of the way to ensure that individual customer needs are met.
Handle customer care tasks as per defined productivity and Quality targets.
Ensure service level agreements are met and maintained.
Delivering awesome customer experience through meeting KPI targets and receiving Compliments and appreciation from customers and colleagues
Be proactive regarding the improvement of processes and procedures.
- Resilience
Maintains effective work behaviour in the face of pressure and setbacks. Successfully adapts to changing demands and conditions.
- Analytical
Makes systematic and rational judgments based on information and relevant assumptions.
Must have Educational technical / professional qualifications:
- Computer literacy, Windows Operating Systems and internet applications
- Experience in banking or financial transaction tools
- Worked in a money exchange or a bank is an added advantage
Professional Certifications and Licensure:
knowledge and experience:
- Previous call Centre experience is preferable
- Experience in a service-related industry is an added advantage
Core competencies:
- Excellent communication skills (verbal and written).
- Ability to understand complex financial transactions
- Ability to work independently and as a team
- Friendly and approachable
- Service Orientated.
- Customer focused & Strong problem solving skills.
Behavioural competencies:
- Self-Motivated.
- Strong Relationship Building skills with internal stake holders.
- Results-Oriented.
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