Responsibilities * Handling all Consumer segments' complaints (High value,
Mid High, Mid & Core) through all touch points.
* Escalate individual or global complaints to related support teams (IT, Network, Marketing & external vendors) for resolution and root cause analysis.
* Provide the needed feedback to the customer via phone call or sms.
* Ensure the highest quality of resolution for the complaints to avoid complaint repetition.
* Responsible for complaint resolution within the identified service Level.
* Perform the required troubleshooting with the customer.
* Proactively contact high ARPU customers for problem resolution.
* Ensure proper follow up with customers, followed by reminder
* Prepare the needed guidance material to front liners on how to handle/solve customer issues via appropriate troubleshooting to increase FCR
* Prepare periodically (daily/weekly/monthly) escalation report comparing open cases with escalations, last update and concerned team(s)
* Run all needed reports to monitor the about to breach SLA cases that should be handled through internal or external teams to insure handling the complaints within SLA
* Ensure the entrance of all complaints' related details into the CRM database, reporting and seeing through to completion to ensure 360 degree communication.
* Ensure all policies and procedures relating to customer complaints are followed and are adhered to the company's policies and procedures.
Qualifications
* University Degree is a must.
* Minimum 6 years experience and minimum 3 years in a supervisory level.
* Area of experience: Customer Care/Contact center
* Very Good in Arabic & English (Reading, Writing & Oral) & very good computer skills.
Apply
or send cv to [email protected]
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