Account Management Adviser (Call Center)

JOB PURPOSE: 

• Provide an accurate, efficient and quality service that exceeds customers’ expectations in order to maintain a high level of customer satisfaction.

KEY ACCOUNTABILITIES:

• Handle corporate inbound, outbound calls and email requests in order to maintain a customer satisfaction level.
• Provides an accurate, efficient and quality service that exceeds customers’ expectations to maintain a good customer relation.
• Adhere to escalation procedures of handling customers’ complaints in order to align Etisalat policies and regulations.
• Handle account requests and complaints and work on resolving them appropriately.
• Conduct welcome and courtesy calls based on an agreed timeline and schedule monthly meetings with accounts’ SPOCs -according to account segment- to ensure customer satisfaction.
• Schedule monthly meetings with accounts’ SPOCs (according to account segment) to ensure satisfaction.
• Promote Etisalat value added services to the accounts' SPOCs.
• Handle billing inquiries and complaints from customers through validating customer requests/complaints to ensure customer satisfaction.
• Track credit accounts payment behavior by following up with the risk management team.
• Coordinate with corporate sales and activation teams for add-on lines and additional services to customers.
• Communicate positively with all concerned departments in order to facilitate customers’ reception of the expected distinguished service to ensure proper resolution of cases.
• Update the customers’ database with modification upon customers’ requests.
• Use customers’ concerns & complaints to analyze their underlying basis and make recommendations on enhancing the system, process, or policy to diminish the frequency and nature of complaints.