Senior Customer Service Representative - B2B Support & Order Management

About the role

Starlink Qatar is hiring a Senior Customer Service Representative on behalf of a leading telecom operator in Qatar, for its B2B Customer Support and Order Management department (Business Operations & Services). You will manage the delivery of business customer requests and resolve customer issues end to end, with a focus on customer satisfaction and process compliance, while supporting less experienced team members on demanding cases.

Key responsibilities

• Validate received orders and tickets, register them in systems and follow them up until completion or 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.
• 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.

Required profile

• Bachelor's degree in Business Administration, Marketing or Engineering, or double the minimum experience in a similar role.
• 5+ years of experience in a similar role, ideally in a Telco and ICT environment.
• Fluent business English; Arabic is a plus.
• Relevant certifications are an advantage.

Required skills

• Experience with Business Support Systems and customer-facing operations.
• Experience with corporate contracts and billing.
• Strong Excel skills for billing-related calculations.
• Competencies: Order Management, Mobile, Broadband, ICT and Billing (intermediate); Customer Service Delivery and Management (advanced); Customer Focus, Teamwork and Quality & Continuous Improvement (intermediate).