Enterprise Technical and Commercial Customer Complaints Specialist
Etisalat Misr
Total years of experience :10 years, 2 Months
Main Responsibilities:
1-Understanding customer's operational and technical requirements and translating them to a system solution.
2-Work closely with product team to address, track, execute and proper closure of request for system enhancement/improvement.
3-In the event a defect in a product is found, the support engineer is responsible for documenting the defect and communicating the problem priority to the necessary levels of management, and where ever possible, providing the customer with a workaround to the reported problem.
4-Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
5-Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
6-Handling technical and commercial complaints through taking the proper corrective actions and to insure that the preventive actions are always in place.
7-Tracking requests, to monitor the assignment flow and SLA for the incident tickets that created by the sales support team and to ensure effective handling.
8-Analyze technical and commercial repetitive issues to make predictions about its future performance and to ensure that the preventive action has took place and the complaints handling to reach the optimum level of customer satisfaction.
9-Keeps our communication channel with the 1st & 2nd line support up to date.
10-Keep an eye on the first line support, to make sure that the customer's issue has been escalated through the right channel.
11-Monitoring weekly and monthly TTs’ handling performance for the sent and received TTs’ between technical and commercial customer complaints and the other areas.
12-Try to reach to the customer satisfaction from our services by providing him/ her best technical support.
1-Business owner for migrating and develop all enterprise customers’ database and workflows
to new system along with enhance all stakeholders’ daily tasks by automating it.
2-Monitor EBU developed commercial processes and systems to provide recommendations for
continuous processes improvements as well as gaps closure along with promoting a culture
of continuous improvement and efficiency and deliver weekly updates to the management.
3-Ensure EBU projects are launched within the right quality with all relevant stakeholders.
Main Responsibilities:
1-Act as a first line technical support to all VF Egypt internet services.
2-Follow up with second line of support to make sure that all escalated problems will be solved in the appropriate time.
3-Respond and solve all Vodafone Egypt internet customer inquiries regarding all internet. Service and provide an end-to-end ownership to these inquiries till closure.
4-Take the ownership of escalated service requests through problem resolution for the benefit of Vodafone’s internet customers.
5-Ensure elimination of wrong transactions that leads to financial negative impact.
6-Own all customer inquiries regarding internet till closure and post resolution call to ensure customer satisfaction and close case.
7-Handle escalated calls from either the call center or directly from the customers to an outcome of maximum customer satisfaction.