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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 fulfil 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
Essential Qualifications and Experience
- University Degree is a must.
- Minimum 2 years experience preferable in a telecommunication sector.
- Area of experience: Contact center.
- Very Good in Arabic & English (Reading, Writing & Oral) & very good computer skills.
Desirable Qualifications and Experience
- Familiarity with telephone techniques and skills.
- Demonstrated verbal communication skills and ability to convey information clearly and effectively.
- Ability to effectively handle multiple tasks in a fast paced environment.
- Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.
- Very good communication skills.
- Very good negotiation skills.
- Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
- Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
- Punctuality.
- Dependability; to follow instructions as well as take responsibility for their actions and also keep commitments
- Team player.
- Ability to meet tight deadlines
