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Vodafone

Complaint Management Advisor

Vodafone
Qatar · Full-time · Mid-Senior
Job Description

Key accountabilities and decision ownership:

  • Responsible for Trouble Ticket investigation, resolution, and follow-up on all the tickets raised for mobile complaints. (Consumer/Enterprise and Non-Technical Fixed)
  • Ensure that all the investigation and customer interactions relating to the customer complaints are followed and documented in the ticket
  • Responsible for Monetary/Non-monetary adjustments required as part of customer resolution and getting required approvals from other business stakeholders
  • Ensure to handle customer complaints with 100% quality and regular follow-ups
  • Coordinate with all the stakeholders and partners to maintain, develop and implement customer service policies and procedures for consumer and business customers
  • Highlight all the issues based on the daily trend which will potentially impact other customers and required urgent fix
  • Responsible for Escalation calls, offshore complaints management support, billing & payment complaints
  • Ensure to handle service request & complaints within the service level agreed with the customer
  • Alignment with Frontline teams and sharing knowledge and information that maybe critical in handling and resolving customer complaints i.e., tickets that can be resolved without a ticket, proper steps to take to prevent an issue
  • From time to time be required to prepare reports summarizing complaint data for management review

Qualifications

Education:

  • High school or equivalent qualification

Professional Certifications and Licensure: [max 3]:

Knowledge and Experience:

  • Previous Call Centre Representative experience
  • Telecom Experience at least 2 years
  • Strong Communication (both verbal & written), Analytics Investigative Skills
  • Good working knowledge of MS Outlook, Excel, Word, PowerPoint
  • In-depth knowledge of customer service principles and practice

Key Skills

Ranked by relevance

outlook excel
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Posted
Jul 15, 2025
Type
Full-time
Level
Mid-Senior
Location
Doha
Company
Vodafone

Industries

Telecommunications

Categories

Business Development Sales

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