Customer Service Call Center Representative

The customer is leading government organization based in Doha The role holder is responsible for effective customer services to Client customers for all branch related walkin enquires to meet customer enquiries and address their complaints and any issues faced RESPONSIBILITIES Manages all enquires and complaints by Client customers directed at customer service branches Confers with customers to provide information about Client services registering their complaints if any resolving their queries or obtaining other relevant customer details including history of association between Client and the customer Resolve issues in customer services and ensures the tracking and closure of the same according to Client customer service code of practice escalates when required to the Supervisor Customer CareMaintains records of customer interactions or transactions including but not limited to customer queries complaints comments as well as actions taken to resolve issues faced by them Coordinates and communicates with other Client departments to initiate and follow up on outstanding customer transactions Issuing invoices receive collect fees for service connection applications issue Invoices and receipt to customer against payment record the payment in system Ensure compliance with the practice procedures and policies implemented in Customer Service Dept Contacts customers for responding to inquiries or to notify them of the inspection results basis the investigations carried out in the customers building premises for complaints regarding electrical water system repairs Checks regularly to ensure that appropriate changes were made to resolve customers issues Tracks and ensures follow up on delayed customer payments and coordination with other departments in cases of reconnections meter installations disconnections and meter readings Disseminates information to the customer regarding new products or services provided by Client Informs and educates Client customers on the documentation requirements Follows all customer services policies and procedures as per the Client customer service code of practice Refers unresolved customer grievances to designated departments for further investigation To reach and contact external customers when needed and due to business needs Performs other related duties as needed upon request by the unite supervisor Change work and office location as per unite supervisor and head of section request Work on shifts as per direct supervisor and head of sections request Works in cooperation with Quality Assurance and Continual Improvement section on securing and maintain the ISO Risk Management ISMS certification Carries out and ensures the compliance of all activities within the Department are inline with Client health and safety regulations Prepare documentation and reports on routine customer correspondence for future reference purpose Educate customers about organization s products or services