Communication Specialist "Commercial / Internal "
Etisalat Misr
Total years of experience :17 years, 11 Months
Customer Care Commercial / Internal Communication Specialist.
Ensure effective management of new commercial projects workflow in collaboration with marketing, finance, IT, Technical teams and take a major part in the new products business design from the scratch until their launch.
Identify the products potential negative experience, over-resources-capabilities issues, crises, fraud gabs; risk and bad debts scenarios out of the product concept, and eventually, close these gabs proactively via system and process solutions.
Communicate the product official launch to customer touch points via the Intranet / Knowledge base and email announcements along with ensuring that the requirements of the different concerned departments are fulfilled “Marketing, Sales, Quality Assurance, Fraud Management, Risk Management, etc”
Continually develop required in-house applications, to ensure effective management of information within customer care and Retail as well as proper cascading of consistent information to all stakeholders through Knowledge Base.
Ensuring effective implementation of company rules, values and culture in all customer support areas and organizing all internal events, external events, recognition and rewarding programs, “Employee satisfaction surveys” and focus groups.
Managing Etisalat IVR platform in terms of effectively and timely updating the IVRs with the latest products and services information and eliminating the obsolete ones as well as holding the full responsibility of organizing the trees and branches and giving the priority to a certain products to be updated on the IVR than others moreover, ensuring the content accuracy, vocal consistency, user friendliness, and easy navigation and working on ongoing development of the IVR.
Handle Complaints, Back Office tickets, processing consumer-related second line requests, and complaints within the agreed service level in accordance with quality standards.
Work on Complaints regular Analysis and reporting plan, in order to proactively work these issues out with all the concerned technical entities along with conducting the necessary business meetings, forums and committees for the sake of finding out about the root causes and developing complaints preventive actions that eliminate similar issues recurrence.
Handle Floor duties, ensuring fair and specialized distribution of their backlog amongst available resources, handle front line departments “Retail, Call Center, activation, etc…”internal consumer-related requests via extension, mail, and validating policy and procedures exceptions to align different departments’ workflow facilitation with customer experience requirements.
Handle the escalated complaints to (NTRA) against etisalat and having them aligned with all the concerned departments.
Handle new Products and services marketing propositions from the scratch from the complaints perspective by getting the expected complaints scenarios out of a product concept so that closing the complaints gabs proactively and requesting all the needed tools, applications, communication scripts that facilitate the respective complaints handling can be attained.
Handle English & Arabic Queues customers’ inquiries, requests, & complaints to the satisfaction of the customer.
Handle Complaint Management, tasks / responsibilities to achieve the Service level agreement.
Handle Floor Supervisor, duties during the night shift time to achieve the call centre service level agreement.
Handle Corporate Complaint and Back office Tasks and Responsibilities to achieve the service level agreement during the overnight shift time.
Handle English Queue customers’ inquiries, requests, and complaints to the satisfaction of the customer.
Sell business solutions (office equipments & hardware bundled with Telephone service) to overseas customer in businesses (Australia)
Handle customer inquiries to the satisfaction of the customer
Organize appointments with customers, to an agreement approach.
International Account Representative for Net one International for long distance and overseas calls, USA, Offshore Account, at RAYA Contact Center.
Sell Telephone services to overseas customers (USA).
Handle customer’s inquiries to the satisfaction of the customer.
Finalize deals with customers, to an agreement approach.
www.Netoneint.com / www.rayacontactcenter.com