Bahrain Telecommunications Customer Experience Specialist

6 days ago


Manama, Manama, Bahrain Bahrain Telecommunications Company Full time

About Us

Bahrain Telecommunications Company is a leading provider of telecommunications services in the Kingdom of Bahrain.

We are committed to delivering exceptional customer experiences and building long-term relationships with our customers.

Job Description

As a Customer Service Executive, you will be responsible for providing support to Total CX customers by effectively handling and resolving their inquiries or complaints.

You will be the face of our company, ensuring that every interaction is a positive experience for our customers.

Main Responsibilities

  • Attend to queries, requests, or complaints related to Mobile/Fixed/Inet/Directory Query/Telegram received through various contact center channels.
  • Understand and investigate the queries, requests, or complaints.
  • Liaise with relevant internal teams/departments to address customer queries or complaints or forward cases to other relevant teams/departments.
  • Provide accurate, valid, and complete information or solutions by using the right sources of information.
  • Make outbound campaign calls to customers providing information about new products, offers, services, etc.
  • Take appropriate action to address customer requests, queries, or complaints on outbound calls.
  • Inform Team Leader when a recurrent problem appears, to prevent further cases.
  • Maintain and update customer information in the database.
  • Meticulously follow defined business processes while attending to clients' queries, requests, or complaints.
  • Follow communication scripts and protocols and ensure adherence to quality standards and guidelines.
  • Keep abreast of products and promotions to provide exceptional customer support.
  • Take ownership for attending trainings as per the plan.
  • Take ownership for completing PMR process, employee engagement surveys in time.
  • Continuously share knowledge and understanding of the telecom industry and business trends.

Employment Type

This is a definite period contract opportunity.



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