Mobile Enterprise, Consumer Back Office Technical Support - GSM
Xceed
مجموع سنوات الخبرة :9 years, 5 أشهر
• Assess training needs and assist in the scheduling of identified and approved trainings.
• Ensure full availability of Service Desk telephone and email support during shift.
• Provide telephone and email support for clients and users
• Pro-actively monitor support mailboxes and log in the system
• Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in the service desk tool.
• Create, document, and review work instructions to help deal with similar incidents and requests
• Assist social media request from customer side or escalated from social media team.
• Take full ownership of all open Incidents and Service Requests and update them on a daily basis as minimum
• Support Work Place Services in providing desk side support to resolve users’ issues
• High percentage of first contact resolution of clients’ and users’ Incidents and Service Requests
• Ability to create work instructions to share acquired knowledge with peers
• To work within structured and defined service management practices (Incident, Change, Configuration, Release Management, etc.)
• To work and be measured against strict Service Level Agreements
• Provide clients and users with clear, concise updates in relation to their Incidents and requests
• Experience with BES, BIS and Blackberry support and Smart phones support issues.
• Trouble shooting and problem analysis skills (Handset, USB Data dongle, Hardware, Android system, Win phone).
• Operational experience in maintaining complex IT environments.
• Identify, research, and resolve customer issues using internal system.
• Assist in designing reports for the supervisors in order to meet the requirements from management
• Conduct the below quality checks as per required quotas/agent:
-Call monitoring and deliver comprehensive justification for the rating provided
-Data entry monitoring for BSCS and CRM and highlight weakness areas
• Review quality of reports submitted by agents and suggests improvements.
• Research billing issues, refund customer for technical issues and wrong information provided from front office or sales or partners or authorized resellers and shops.
• Research misapplied payments and escalate to billing department.
• Recognize, document and alert the supervisor of trends customer complains.
• Recommend process improvements.
• Identify and review expected service levels and quality goals.
• Delegate appropriate tasks in an effective manner.
• Ensure customer excellence.
• Logical and physical Services, VAS, Network, Handset troubleshooting problem.
• Android, IOS, Blackberry Operating system knowledge.
• Resourceful in finding information considering industry trends and historical data
To provide timely notification to management of negative trends, urgency of issue, or extent of required follow up.
• Determine if problem requires action from a higher level of authority.
• Strong ability to identify and resolve issues within a suitable time frame. SL
- Create action plan for Ex-factory date after receiving open orders from supply chain director.
- Open orders for materials according to official quantity requested from client according factory
capacity after receiving reports from production engineer.
- Confirmation open orders with purchasing department with estimated receiving date.
- Following up open orders with purchasing avoid accumulation in accessories warehouse.
- Action plan with factory managers for capacity to create daily plan.
- Preparing monthly, quarterly plane for shipment and ex factory date.
- Action plan for early shipment direct with client.
- Action plan with factories for delay and shipment.
- Following up with planner to check status fabric, accessories for reporting delay and quality issues.
- Ordering inspection request if it's required in client contract, report final inspection to quality.
- Preparing packing list for ready shipment in warehouse.
- Preparing booking to logistic department with accurate packing list and final goods in warehouse.
- Confirm final price with costing, financial department.
- Finalize shipment information with full packing list after allocate shipment in system ERP.
- Preparing shipment documents for egyptian customs.
- Direct contact with the client about the delivery method for early and late shipments.
- Direct contact with the client for any changes in production diagram.
- Development stander hours factory to be on time with open orders dates.
- Dealing with the client about recharge pack and how to evidence how is responsible for delay.
- Following up production with factory manager and supervisors.
- Implement improvement processes and systems to reduce inventory minimize costs and maximize
working capital.
- Write and maintain accurate written procedures for all main inventory control processes and
functions.
- Responsible for managing and running planned stock takes
- Perform cyclic stock checks.
- Check and adjust warehouse data collection.
- Ensure works orders are correct and fully completed and that all stock has been allocated to the
shipment and packing list and deduct shipment from system ERP when shipment leave FZ.
- Ensure integrity and accuracy of the stock management system.
- Produce daily reports to ensure key critical areas of the stock system are controlled and any
discrepancies addressed and resolved.
- Manage control measures to ensure mistakes, inaccuracies and discrepancies are highlighted,
addressed and resolved.
• Find more Solutions for the customer to found his needed
• Trying to realistic when compare between Product ans services.
• Maintenance of customer order and general records.
• Maintenance of sales related inquiries and basic follow up and research. Handling sales queries (price/quantity)
• General administration and office support duties.
• Ordering stock from internal/external suppliers.
• Communicating internally regarding production/stock issues.
• To ensure that customer transactions are successfully and efficiently completed. To add value to the order by providing an enhanced and superior level of service to both internal and external stakeholders. This is a customer facing role