Trainer CSR

Ooredoo Group

Doha, Qatar

Posted
Ref: OP853-379

Job description / Role

Employment: Full Time

About Us:

Ooredoo is a dynamic global Telecommunications player operating in 10 countries serving more than 138 million customers. Ooredoo Qatar employs approximately 1,600 people driving Ooredoo to be the number one choice for world-class communications services in Qatar, and it is a team that you can be part of!

About the Business Unit:

Ooredoo's Consumer business unit is a critical part of the company's first line customer facing activities for all consumer product offerings and has a significant role to play in long term business value creation through product design, achievement of sales revenue, profit and customer satisfaction, as defined in the annual business plans. The department is responsible for defining Customer Experience journeys & customer/functional metrics to measure performance. Lead Operational Improvement activities as well as Business Simulation for new Products & Services and ensure standardization and consistency. Oversees all improvement and transformation initiatives e.g. CRM implementation, outsourcing, process automation etc.

About the Role:

• The role is responsible to manage the Information Flow through Digital Knowledge Base and lead Continuous Training Program within the Consumer BU focusing on sharpening the skills required to serve customers.
• The role is also required to liaison with the internal stakeholders to plan, schedule and follow up on training delivery focusing on product knowledge and soft skills as identified by structured training need assessment and ensure single source of information flow at all touch points through a robust knowledge management system.

Requirements

Minimum Experience, Essential Knowledge & Skills:

• 2 years' experience in a similar role.
• Experience and knowledge in customer care, retention and operations and knowledge of defining Customer Journeys

Other Qualifications:

• Bachelor's Degree in Business Administration or Marketing or Engineering

Note: you will be required to attach the following:

• Resume / cv

About the Company

We are a leading international communications company delivering mobile, fixed, broadband internet, and corporate managed services tailored to the needs of consumers and businesses across markets in the Middle East, North Africa and Southeast Asia. As a community-focused company, we are guided by our vision of enriching peoples lives and our belief that we can stimulate human growth by leveraging communications to help people achieve their full potential.

Formerly known as Qtel Group, we have a customer base of 92.9 million and reported revenues of USD 9.3 billion in 2012.

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Customer Service Representative salaries in Qatar

Average monthly compensation
QAR 6,500

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