Senior Customer Service Representative – B2B Customer Support & Order Management
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 Role
You 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.
Key Performance Indicators
- Order-to-Service Fulfilment TAT and orders processed within agreed timelines
- Problem-to-Resolution TAT and problems resolved within agreed timelines
- Customer satisfaction
- Efficiency improvement
Requirements
- 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.
Competencies
- Order Management; Mobile, Broadband, ICT & Billing – Intermediate
- Customer Service Delivery and Customer Service Management – Advanced
- Customer Focus and Teamwork – Advanced; Quality & Continuous Improvement – Intermediate
