Senior Specialist First Class Back Office
mobinil
Total years of experience :3 years, 3 Months
Roll Played:
Customer Service (Consumer Postpaid & Enterprise Segment)
Handle all cases transferred from the customers interface departments.
Coordinate with other concerned departments to ensure timely customers complaints resolution.
Provide best possible service to both external and internal customers to achieve highest level of customer satisfaction.
Apply all the available tools in hand to save the customers from churning.
Provide appropriate compensation to cases receives as per the company’s policies and procedures.
Maintain a high save rate as per the regulations received from the commercial team.
Analyze the key issues for churn and addresses them to upper management.
Coordinate with all concerned departments to ensure effective handling for customer’s complaints, termination and porting-out requests.
Propose solutions to repetitive termination cases.
Escalate problems and report suspected fraud and provides relevant provides relevant feedback to the right channels.
Suggest new ideas generated from the work-flow.
Inform customers with case progression by following the contact intervals process.
Inform the customers when cases are closed through one of the available tools (Calls, SMSs, VRSs, ).
Communicate with Customer Service sub-divisions to answer all relevant customer inquiries (Credit, Customer Support and Activation, Marketing etc.).
Respect and apply company vision, mission and values.
Use available methods and tools to develop own skills.
Keep up-to-date with all the services and products provided by Mobinil.
Resolve all customer complaints, requests, termination, MNP, new line activation inquiries within the pre-determined SLAs.