Consumer Contact Centre Advisor

Role overview

This position is for a Consumer Contact Centre Advisor based in Doha, Qatar. The role focuses on delivering excellent service to premium customers, managing consumer enquiries, and maintaining strong account relationships while meeting agreed service standards and performance targets.

Core accountabilities

• Develop and sustain strong working relationships with premium clients and the key people responsible for their accounts.
• Respond quickly to customer concerns and coordinate with other teams to resolve issues efficiently.
• Support customers through in-person, phone, and online interactions by answering questions and sharing detailed information about products and services.
• Work toward customer relationship goals and KPIs, while tracking customer interactions against service level commitments and highlighting any risks early.
• Carry out regular check-ins to confirm customer satisfaction with the products and services they receive.
• Inform the sales team when there are opportunities to expand business within key accounts and make customers aware of additional offerings.
• Conduct customer satisfaction surveys and review feedback to improve service quality.
• Coordinate with internal departments so customer needs are addressed effectively and concerns are escalated, resolved, and communicated back to the customer as needed.

Teamwork and collaboration

• Contribute actively to a team environment that delivers a consistently strong customer experience.
• Work cooperatively with colleagues and cross-functional teams to understand customer issues and solve them proactively.
• Maintain clear, open, and concise communication to strengthen internal and external business relationships.

Resilience and judgment

• Respond promptly to service issues and remain effective under pressure or changing conditions.
• Use sound judgment to resolve service-related customer concerns based on available information and practical assumptions.
• Take on other tasks, projects, or activities assigned by the line manager.

Qualifications and experience

• High school diploma.
• Computer literacy, including Windows operating systems and internet-based applications.
• 1 to 2 years of relevant experience in client relationship management, ideally in the telecom sector.
• Understanding of client handling practices and strong communication skills aligned with Vodafone Qatar quality expectations.