Peter Naguib

senior specialistFull Time

• Job Details: Adjust customers; balance in case customers account restructuring is requested after doing the needed calculations.  Validate tax exemptions with Finance and implement it on the billing system.  Responsible for compliant handling for the newly activated and /or migrated accounts to act proactively to avoid any customer’s dissatisfaction due to wrong charges.  Responsible for creating any new corporate account.  Coordinate with credit to minimize risk before activation or migration.  Coordinate with other departments (technology, complain handling, credit, sales, process, HR, Finance, Marketing and Legal) to ensure cases resolution, maintain customer satisfaction.  Control the risk of activating potential fraudsters through black list checking before implementing customers’ requests to minimize the risk of involuntary churners.  Analyze rejected prospects due to black list to decide whether to activate or to reject the request based on the customer profile and/or submitted documents.  Analyze all customers’ requests starting from eligible products and services, submitted data and ability to pay documents to take the decision whether to activate or reject the requests.  Maintain full awareness of all Orange Egypt products and services details to act as interface and source of info for all sales channels (Franchise, Authorized agents, Vans).  Process all activation and migration request received via corporate sales, Shops, Authorized Agents, Franchise and the Contact Persons.  Manage the bulk activation process through validating the data received, formatting the file to be uploaded on the mass action tools and communicating with technology, following up on the execution of the requests.  Propose solutions to repetitive issues to the higher management.  Implement all needed actions received from all sales channels regarding customers’ requests (Activation, Migration and Account Modifications) based on established processes and procedures.  Use available methods and tools to develop own skills.  Report suspected fraud and provide relevant feedback to the right channels.  Handle Call Center new inductions to ensure clear activation scope understanding.