Customer Care Executive
TECOM Group
Total des années d'expérience :16 years, 2 Mois
• Receive calls as per Department Guidelines to provide prompt response & superior service.
• Responsible to communicate with the caller to understand the nature of the issue.
• Carry out first layer troubleshooting & support to resolve issues online, as per the set business rules & defined products and service matrix.
• Direct customers’ inquiries, requests, & support issues promptly to the respective units for necessary action and follow ups.
• Identify potential customers for sales and escalate to the right department as per guidelines.
• Keep self-updated on all products and services offered by the organization in order to handle customers’ calls effectively and accurately.
• Register complaints & inquiries related to customers on sales force.
• Handling any other tasks requested by the manager.
• Evaluates severity and urgency of consumer & SMB complaints forwarded by the regional sales channels.
• Prioritizes tasks with respect to severity & urgency of the issue/ criticality/ concern.
• Coordinates and investigate with sections involved (Business Centers, Customer Care Center, Engineering) to ensure the prompt and reliable handling of customer complaints.
• Regularly follows up on status of complaints settlement to minimize time to resolution of the issues/ criticalities/ concerns.
• Informs customers on status of complaints settlement, prefaced steps & solutions to demonstrate best-in-class customer care services.
• Conveys positive corporate image ensuring compliance with Etisalat’s policies, procedures and guidelines.
• Maintains documentation database to enable permanent following up on customer complaints and status of complaint settlements.
• Handling all Customers Inquires and complains over the phone, Emails, Fax, Walk in Customer.
• Ability to investigate through the system and communicate with IT Department to treat the disorder.
• Specializes in the complaints of faulty billing.
• Handling all VIP’S Customers Complaint.
• Handling all Media Complaints through all paper news.
• Communicate with customers after the dissolution of their problems through formal letters From Etisalat or via phone or e-mail.
• assistance of customers eligible for Waiving of extra charges after the investigation by communicating with the accounting department for the work necessary.
• Work in different divisions within the institution in the accounting department and sales and after-sales service and customer support and the information To develop My performance within the organization
• Handling all Customers Inquires and complains over the phone or on the counter (statement, balance, chq deposit, telex transfer, salaries, demand draft).
• Dealing with all kinds of Checks clearing cheques and Foreign.
• Preparing Balance Confirmation - to Audit purpose.
• Handling all Contracting Cheques received from customers & clearing department by following with relation ship managers for approval of TOD if no funds available or by declining these cheques.
• Sending all corporate customer advices by courier.
• Accept and forward transactions request of customers on daily basis to the concerned department.
• Following up with customers.
• Following up the case till finish it.
• Reporting to Management.
• Finalization of Accounts.
• Also recording all data outstanding checks and others owed internal transfers on the computer and sent to the Enforcement Unit (C.O.D).
• Computer Data Entry Operator \{Faster Typing On Computer English and Arabic\}.