Back Office

2 weeks ago

مصر, Egypt Etisalat Global Services Full time

**Responsibilities **- Handling all Consumer segments’ complaints (High value, Mid High, Mid & Core) through all touch points.
- Escalate individual or global complaints to related support teams (IT, Network, Marketing & external vendors) for resolution and root cause analysis.
- Provide the needed feedback to the customer via phone call or sms.
- Ensure the highest quality of resolution for the complaints to avoid complaint repetition.
- Responsible for complaint resolution within the identified service Level.
- Perform the required troubleshooting with the customer.
- Proactively contact high ARPU customers for problem resolution.
- Ensure proper follow up with customers, followed by reminder
- Prepare the needed guidance material to front liners on how to handle/solve customer issues via appropriate troubleshooting to increase FCR
- Prepare periodically (daily/weekly/monthly) escalation report comparing open cases with escalations, last update and concerned team(s)
- Run all needed reports to monitor the about to breach SLA cases that should be handled through internal or external teams to insure handling the complaints within SLA
- Ensure the entrance of all complaints’ related details into the CRM database, reporting and seeing through to completion to ensure 360 degree communication.
- Ensure all policies and procedures relating to customer complaints are followed and are adhered to the company’s policies and procedures.

**Qualifications**
- University Degree is a must.
- Minimum 6 years experience and minimum 3 years in a supervisory level.
- Area of experience: Customer Care/Contact center
- Very Good in Arabic & English (Reading, Writing & Oral) & very good computer skills.

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