Business Reseller & Special Customer Support Specialist
TEdata
Total years of experience :11 years, 4 Months
● Maintain Customer Satisfaction in all communications with customers to handle all VIP customers like General Intelligence, National Security, Armed forces, Ministers, Actors, Top Managements of Corporate
● Maintain the quality of service offered to the customers.
● Perform professional level troubleshooting of customer problems aiming at solving the problems
● Support new Services and Solutions development and management processes as required Such as FTTH, FTTB. IPTV, VOIP, Tripleplay technology
● Accomplish all of the above in accordance with standard TE Data policies and procedures.
● Perform any other duties requested by the Direct Manage
● Identifies, researches, troubleshoots and resolves technical problem that customer may encounter
● Communicate with customer using latest technology and web based tools, to provide advanced troubleshooting solutions, to resolve technical issue
● Track and monitors problems ensure a timely resolution
● Identifies recurring problems and contribute ideas on ways to better solve these problems
● Customer oriented able to well serve TE Data ADSL customers.
● Configuring ADSL CPE and other configuration; wireless…etc.,
● Analyzing, identifying errors & creating tickets for any other related escalation to handle customer
● Verify infrastructure readiness and work environment suitability for better service
● Ensure execution of tasks as per TE Data established plan, relevant policies and procedures to ensure consistency in handling business cases and achieve targets
● Undertake a range of customer service technical activities within given timelines and guidelines with limited direction and guidance provided as required
● Provide inputs and support to Team Leaders or Supervisors highlighting any issues or opportunities arising for the efficient and timely resolution
● Handles customer inquiries from beginning of the inquiry to its closing.
● Resolves customer complaints & problems aiming for customer satisfaction.
● Optimizes customer contact opportunities.
● Maintains confidentiality of Etisalat s client’s and customer data.
● Adheres to Etisalat policies and procedures.
● Participates in individuals and team training/meetings to bring knowledge up to date.
● Adheres to work schedule and accommodates business requests
● Check Technical Error for Web hosting and Domain Name, IPTV, Landline. Fiber optics internet Service, IP Cam, PABX Devices
● Properly handles & solves customers’ inquiries & complaints, whether verbal via phone or written via email or letters.
● Ensures that terms & conditions of First Service operational process of delivery are successfully met as well, reviews&checks on invoice payments.
● Prepare all related reports & analyze the trends in to increase customers’ satisfaction & submit them to CS Management
● Coordinates with other concerned departments to ensure timely customers’ Complaints resolution.
● Performs all customer account maintenance functions needed to ensure proper account billing.
● Communicate actively with other departments such as Marketing & National Sales.
● Contribute to the development, definition and implementation of quality & standard
● Accurately records & reports all details of customers’ inquiries for statistical and Analytical
ADDITIONAL TASKS
● Interface with legal department in handling & distributing of NTRA complaints among team members to ensure best results and high quality with accuracy level
● Define technical requirements & training courses needed for complaint handling
● Handles all incoming calls of the contact center.
● Resolve customer complaints in time escalate problems& provide relevant feedback to the right channels.
● Provides best possible service to the customers to achieve highest level of customer satisfaction.
● Positively contributes in up selling of products & value Added services to maximize company revenue
Business administration