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Senior Customer Service Representative
Job Description & How to Apply Below
Starlink Qatar is hiring a Senior Customer Service Representative on behalf of a leading telecom operator in Qatar, to join its B2B Customer Support & Order Management department (Business Operations & Services).
About the RoleYou will manage the delivery of assigned business customer requests and the end-to-end resolution of customer issues, with a strong focus on customer satisfaction and process compliance. You will also support less experienced team members on demanding cases. The department handles Order-to-Fulfilment and Problem-to-Resolution for corporate customers, covering service and billing requests, bill disputes, mobile service issues, and digital self-services (web portal and mobile apps).
Key Responsibilities- Validate received orders/tickets, register them in systems and follow up until full completion/resolution, acting as Customer Service / Delivery Manager for assigned orders and tickets.
- Guide less experienced staff on advanced cases and deliver on-the-job training for new joiners.
- Track order and problem resolution progress and liaise with provisioning, installation, maintenance, technology and other departments to ensure completion.
- Cover team members during leave and represent the Team Leader in cross-department meetings when required.
- Ensure processes meet the organisation's ISO standards and improve how daily activities are monitored.
- Analyse and process bill adjustments per official guidelines, ensuring fast dispute resolution with accurate, transparent calculations.
- Order-to-Service Fulfilment TAT and orders processed within agreed timelines
- Problem-to-Resolution TAT and problems resolved within agreed timelines
- Bachelor's degree in Business Administration, Marketing or Engineering (or double the minimum experience in a similar role).
- 5+ years' experience in a similar role, ideally in a Telco & ICT environment.
- Experience with Business Support Systems and customer-facing operations.
- Experience with corporate contracts and billing.
- Strong Excel skills for billing-related calculations.
- Fluent business English;
Arabic is a plus. - Relevant certifications are an advantage.
- Order Management;
Mobile, Broadband, ICT & Billing – Intermediate - Customer Service Delivery and Customer Service Management – Advanced
- Customer Focus and Teamwork – Advanced;
Quality & Continuous Improvement – Intermediate
Position Requirements
10+ Years
work experience
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