Contact Service - Team Leader - The Blue Group - Qatar

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  • Contact Service - Team Leader - The Blue Group - Qatar





    Contact Service - Team Leader - The Blue Group - Qatar

    • Monitor CRM software and advise on resolution for cases
    • Ensure all cases on CRM software are closed and no pending cases except those that needs special approval
    • Maintain customer information with accurate & update customer info frequently
    • Forecast calls “inbound & outbound” on monthly basis
    • Ensure right amount of CCO are available to handle calls
    • Manage IVR updates if needed
    • Manage Contact Center working hours
    • Prepare and share Contact Center operations monthly schedule of CCO
    • Plane increase/decrease of CCO based on promotions, high & low sessions
    • Escalate issues that needs special approvals to concern person
    • Follow up with CCO’s to ensure all cases of customers are resolved and closed in acceptable/agreed on timing
    • Prepare reports weekly/monthly on all cases open/pending/closed with line manager
    • Consistent improvement and couching for CCO’s on customer service
    • Studying and evaluating calls daily to improve CCO’s quality of handling calls
    • Create/modify polices that will help advance customer service
    • Drive product knowledge for all CCO’s to enhance & increase sales
    • Ensure all CCO’s are aligned with Group Vision & Mission in their daily tasks

    Job Details

    Date Posted: 2017-12-24 Job Location: Doha, Qatar Job Role: Customer Service and Call Center Company Industry: Retail/Wholesale Monthly Salary: US $2,000
    Preferred Candidate

    Career Level: Mid Career Gender: Female Nationality: United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen Degree: Diploma




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