Claims Customer Service Representative Claims Csr
Sharaf Retail - Sharaf Group
مجموع سنوات الخبرة :5 years, 1 أشهر
Responsibilities Included:
• Serves as a basic point of contact for customers with complaints, queries, request, feedbacks, refunds, etc.
• Prepares daily reports on the daily activities of Customer Care team.
• Preparing MIS monthly and weekly Reports
• Preparing Reconciliation and transferring stocks
• Ensures that all the request, queries and complaint of customer are responded in a timely and professional manner by following up with suppliers.
• Develops as well as maintains the relationship with external parties.
• Conducts research and complies answers for informational request from external customers.
• Doing transactions using Open Bravo system and transferring stocks using ERP and SAP.
• Making Cashier Reports of daily transactions on daily Basis.
• Handling the Customer Care & Cashier Department efficiently.
• Worked for the Exception management system with the production support team of Amdocs, Client -AT&T, USA
• Worked on BAN (Billing account number) of the customer which gets generated in the exception manager tool when an exception occurs in the system.
• Good exposure and experience on AT&T Applications, Amdocs CRM (Customer Relationship Manager), OMS (Ordering Management System), and other Amdocs Applications.
• Root cause analysis for the customer and AT&T with the application Tools like BBNMS, PST and OMS.
• Working on tickets raised by CSR to correct price plans of the customer which are changed due to internal error in the OMS.
• Working on Ordering Exception Tickets for Telecom and Billing related technical issues.
• Process refunds, advance payment, refund reversal through AR Online.
• Create and Execute SQL queries to mine customer base for campaign effective reports.
• Resolving the escalation on priority and providing solutions to customer.
• Managing and coordinating the ASG (Application Support Group) calls to discuss about system issues, to check and suggest the advance requirements in different applications that we use to check records, according to the client requirements.
• Working on process to find OMS fallouts and exceptions, in case the order is stuck at point in the OMS Life Cycle.
• Responsible for development and documentation of M&P (Methods and Procedures), scripts as required for clearing the stuck orders.
• Working on database to find out of sync orders and correct there offers and product.
• Determine and suggest advance requirements to Application Support Group for upgrading application as per client requirements.
• Provide training and supervising team members to work with application and tools.