| Job Location | Doha, Qatar |
| Education | High school or equivalent |
| Salary | Not Mentioned |
| Industry | Telecommunications |
| Functional Area | Not Mentioned |
Job Profile:Work in the CXO Commercial Operations team to really deliver an awesome customer experience that ?makes a world of difference to all people in Qatar? .This role is responsible for handling multiple back-office tasks and activities primarily but not limited to handling Mobile Money related trouble tickets, working in coordination with Vodafone technology, Mobile Money partner, Banks, Exchange Houses and other stakeholders in the business. This role is also responsible for handling escalation emails, service requests approvals, customer complaints/escalations. This role is also responsible to ensure Mobile Money vendors are adhering to the agreed SLAs and customer resolutions are provided on time. The role is an integral part of the Commercial Operations Support Team in supporting customers with all types of issues and complaints.Key accountabilities and decision ownership; Responsible for Trouble Ticket investigation, resolution and follow-up on all the tickets raised for Mobile Money complaints. (Consumer/Enterprise) Responsible to handle chat interactions form the mobile money customers and to respond to them with the correct resolution and on a timely manner Ensure that all the investigation and customer interactions relating to the customer complaints are followed and documented in trouble ticket. Responsible for Monitory/Non-monitory adjustments on the mobile money platform by getting required approvals from other business stakeholders. Ensure to handle customer complaints with 100% quality and regular follow-ups. Prepare & maintain daily/weekly reports based on the requests and emails received via email (Charging systems, Non-monitory/monitory Adjustment, Third party deactivation) Coordinate with all the stakeholders and Mobile Money vendors to maintain, develop and implement customer service policies and procedures for consumer and business. Plan, prioritize and delegate work tasks to ensure proper functioning of the department. Highlight all the issues based on the daily trend which will potentially impact other customers and required urgent fix. Ensure to handle service request & complaints with in the service level agreed with the customer
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