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Job Description
Description - External
Job Purpose
Handle all inquiries, complaints and technical issue (Reactive / proactive) through inbound calls DSL Med and Core customers and following up with customers in terms of customer experience, complaints, retention, back office and risk Management, Technical (proactive and reactive) to enhance customer satisfaction
Report To Position Name
- Manage inquiries, complaints (technical /non-technical) and requests of the DSL customers through inbound calls to fulfil customer's needs.
- Validate and investigate all type of complaints (wrong information, bill problems, and system issues, connectivity) 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 complaints and service requests related to DSL, Fixed line Internet services and submitted through social media and digital channels
- Conduct the outbound calls upon assignment of SR’s to solve/fulfil technical complaints/requests within the agreed service level for internet services and fixed line services
- Properly diagnoses the customers' issues to enhance and maintain the company's good image.
- Escalate any technical outages to various concerned departments to take the necessary actions.
- Escalate all ADSL chronic outages to concerned department.
- Handle retention/compensation requests for all ADSL technical issues.
- Handle upgrade/downgrade requests all ADSL customers.
- Customer Centricity Creates a positive internal customer experience during internal customer journeys and touch points Innovation Continuously learn new trends in the market and propose new ideas, approaches and insights
- Operational Excellence Takes responsibility—Accepts responsibility for outcomes of one’s work; with focus on accurate high quality operations daily routine, processes and workflows.
- People Management Demonstration of team spirit and a proactive collaboration with cross functional projects.
- Demonstrate company values and compliance with company policy.
- Monitor most repeated customers called front liners , diagnose and solve their problems also find the gaps (system, process , humans) for better enhancement and customer satisfaction
Job Requirements
Qualifications - External
QUALIFICATIONS_ESSENTIAL
- Very good Knowledge of Telecom technologies, data services for both mobile and fixed broadband technologies.
- Very good Knowledge of all fixed, Internet and broadband products and services Etisalat provides for its customers.
EXPERIENCE_ESSENTIAL
- Minimum 3 years Experience in the field. Experience in relevant position is preferable (Telecom field ,engineering field, DSL field, or network field)
EXPERIENCE_DESIRABLE
- CCNA experience is a plus. Telecom background Engineering experience.
CERTIFICATIONS_ESSENTIAL
- Essential: Technical information background Microsoft information background Network information background Desirable: Microsoft training. CCNA training. MCSE training.