Contact Centre Agent
Job Location : UAE
Responsibilities:
• Take ownership of service tickets, referring unresolved queries for further action as necessary by following a pre-defined escalation process by engaging internal and external stake holders.
• Maintain customer services standards by responding to all customer requests, inquiries and complaints promptly received through customer servicing channels and applying best practice in customer complaint handling.
• Attend, participate in stakeholder meetings specific to TDRA Customer Happiness and Regulatory and Compliance covering Mobile Number Portability
• Have an excellent understanding of the telco complaints procedure/process to ensure the appropriate action is been taken to resolve customer complaints.
• To adhere to RRMC. V2 in the review of validating and processing of documents specific to mobile service activations
• Processing the Port-out requests and ensuring all guidelines are followed from TDRA while doing the same.
• Point of contact for level 1 escalation raised to TDRA and ensuring correct process is followed while delivering the resolution.
• Point of contact for level 1 escalations received from other mobile operators within the UAE related to MNP issues.
• Stake holder management internal and external to ensure the correct resolution is provided within the agreed SLA.
• Point of contact for OMNI channel to support on the issue’s related to MNP, activation and payments.
• Provide clear and concise responses to all MNP enquires, customer complaints and enquiries received from various channels and ensures all information is accurate in response to the customer.