Business Operations Senior Specialist
Cequens
مجموع سنوات الخبرة :13 years, 5 أشهر
• Ensuring unparalleled service to our clients, coordinate and execute Messaging traffic management plans aligned with strategic and business goals.
• Provide an insight in terms of which routes and rates are required from wholesale.
• Generate quality index reports to analyze and investigate the root cause of delivery failures.
• Test newly interconnected suppliers/providers in terms of coverage/features and report.
• Communicate and report to providers.
• Automate and optimize testing process.
• Optimize routing cost on various messaging products
• Analyzing cost structure of destinations.
• Automate and optimize testing process within availed tools/systems
• Developing online acquisition propositions with all stakeholders.
• Produce concept documents, business cases, communication briefs, Qs&As and SLAs.
• Liaise with marketing communications, agencies & graphics team to develop appropriate support materials
• Manage online updates on all product launches.
• Build Base Reporting platform with Analytics team to understand customer base.
• Inventory Management.
• Online Commercial & Operational Reporting.
• Online Sales Lead
• Responsible for securing customer`s data.
• Acting upon any kind of leakage in customer`s data with co-operation with HR, corporate security and Fraud team.
• Working on new techniques decreasing customer`s data leakage
• Maintaining the current account, handling complaints and objections.
• Receiving inquires, requests & suggestions from the customer.
• Interacted with customers regularly to maintain and enhance relationships.
• Resolved issues through research and follow-up.
• Maintained routine communication, resolve complaints and promote new offerings.
• Maintain a fully competent status in all measurements.
• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Processing orders, forms, applications, and requests.
• Providing feedback on the efficiency of the customer service process.
• Managing a team of junior customer service representatives.
• Ensure customer satisfaction and provide professional customer support.