Senior Customer Service Representative

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 Show more Show less