Complaint Management Advisor

Description

Summary: This role involves end-to-end ownership of customer complaints, ensuring accurate investigation, timely resolution, and full compliance with regulations to deliver an awesome customer experience. Highlights: 1. End-to-end ownership of customer complaints and their resolution 2. Working closely with internal stakeholders to resolve issues 3. Focus on delivering an awesome customer experience Work in the Complaints Management Team within the Customer Operations department for Vodafone Qatar to really deliver an awesome customer experience. The role is responsible for end\-to\-end ownership of complaints, ensuring accurate investigation, timely resolution, and full compliance with regulatory and company requirements. The role ensures: * Accurate, evidence\-based responses \& resolutions * Timely resolution within SLAs This position acts as a point of contact for raised complaints, working closely with internal stakeholders to resolve issues \& prevent recurrence. The role also requires responding to escalation emails, do outbound calls for customer resolution, online communication and or reporting as required. The role is an integral part of the Customer Operations Team. Key Responsibilities: * Own end‑to‑end handling of complaints within agreed SLAs * Investigate complaints, gather evidence, and perform root cause analysis * Prepare clear, factual, and compliant responses and resolutions * Coordinate with Internal Teams such as Sales, Network, Billing, Digital, Finance etc * Maintain complete documentation and audit‑ready records * Identify repeat complaint drivers and recommend preventive actions * High school or equivalent qualification * Previous Call Centre Representative experience * Telecom Experience at least 2 years (preferred) * Excellent investigation, documentation, and stakeholder management skills * High attention to detail and ability to work under strict deadlines