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Job Description
Job Responsibilities:
- Handle all inquiries, complaints and technical issue ( Reactive / proactive ) through first , second line and following up on customers in terms of internal and external customers i.e. celebrities, related to government and elite VIP positions to ensure customer satisfaction.
- Monitor High Usage customers and provide the needed communications for awareness.
- Maintain debt percentage of any overdue bills payments to achieve collection targets and Collect all overdue bills or any other payments by contacting the customers to minimize debt, increase revenue and reduce risk of the collection.
- Key account for Communicating designed CRM activities for diamond customers and related to experience / ARPU increase
- Manage collection deals and payments follow up actions through outbound and SMS to ensure revenue income
- Validate and investigate all type of complaints (wrong information, bill problems, and system issues) to take corrective action.
- Detect silent customers suffering from network issues and work on their cases proactively to provide customers with best quality.
- Handle all mobile internet issues and technical complaints received via inbound calls or retail issues to ensure efficiency.
- Handle weekly and monthly reports analyzing customers' behavior to identify their needs and expectations
- Manage inquiries, complaints and requests of the diamond customers through different interactions across all channels inbound, outbound, SMS, E-mails to fulfill customer's needs.
- Monitor third line resolutions and service level while handling diamond customer's complaints and request to ensure customer satisfaction.
- Monitor and retain hunted customers to stabilize profit to ensure efficiency.
- Align with Etisalat's courier interior and exterior shipment for SIM cards, handset….etc. to ensure customer satisfaction.
Job Requirements
- University Degree is a must.
- Minimum 2 years experience preferable in a telecommunication sector.
- Area of experience: Contact center.
- Excellent English (Spoken and Written).
- Problem solver with Complaints and Back-office experience and excellent investigation skills.
- Excellent negotiator and communicator with good business judgment.
- Account manager for HV customers or premium accounts managers in previous multinational corporations is a plus.
- Has value-based selling skills and ability to demonstrate values and maximize sales to the customers.
- Has Excellent typing skills (speed and accuracy / English and Arabic) to match diamond digital and chat expansion.
