Support Specialist
Zain Telecommunication
Total years of experience :18 years, 7 Months
• Coordinate with HR department for any internal activity process.
• Lines or services activation for the internal Employees Voice/Data lines through TABs and Oracle.
• Perform and Coordinate with the BSIM department.
• Preparation and activation of the new product and services.
• Collaborate with the Marketing department and Product & Services team for the upcoming offers.
• Responsible for the entire TEST lines activation for the new packages or promotions.
• Perform other special projects as assigned.
• Assist in preparing and sending offer packages.
• Consult with sales (engage prospects on early demos; participate on sales calls, etc.)
• Complete life cycle for marketing any product.
• Conduct regular follow-up with BSIM, Marketing and Product & Services to determine the effectiveness of the products.
• Perform product planning for Master Control products and offerings, including:
• Create Requirements Specifications (user scenarios)
• Arrange annual or weekly Meetings with the concern departments.
• Under-taking the task of outbound calls assigned by the management in leading role.
• Solving remedy tickets with the provided tools and apps and assigning them to the concerned departments such as Network, Credit control, NOC, which cannot be resolved immediately.
• Immediate follow-up on customer’s unresolved remedies and unsolved issues.
• Update the management and the concerned teams about any new encountered issues.
• Investigating and figuring appropriate solutions for the issues faced by the subscribers.
• Maintaining daily and monthly reports of the performance of the team.
• Research billing issues.
• Research misapplied payments.
• Recognize, document and alert the supervisor of trends in customer calls.
• Recommend process improvements.
• To attend inbound calls and respond to customer queries at the contact center.
• Furnishing the customers with complete information regarding their subscriptions, packages and services.
• Transfer customer calls to appropriate staff.
• To identify, research, and resolve customer issues using the specified applications like TABS (Oracle Enterprise Resource Planning Package).
• To raise remedy tickets and assign them to the concerned departments such as Network, Credit control and Help desk for problems and issues, which cannot be resolved immediately.
• Immediate follow-up on customer’s unresolved remedies and unsolved tickets.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Prepares product or service reports by collecting and analyzing customer information.
• Complete call logs and reports.
• Recommend process improvements.
• Contributes to team effort by accomplishing related results as needed.
• Interfaced with clients VIP employees and customers to build solid business relationships with them.
• Booked reservations for air travel, hotel and car rentals, following up when necessary to complete the reservation.
• Promoted the acceptance of fares, rates, and suppliers that matched the client’s travel program policies and negotiated contracts. Applied discount programs appropriately.
• Reported violations or attempted violations to management.
• Remained informed of all international embassy’s rules and regulations.
• Maintained client profiles, including information on family members where applicable, ensuring specials requests and reward program information such as frequent flyer / driver / hotel stay are included. Enrolls VIP and family members into industry benefit programs.
• Researches customized information for VIP travelers by using industry, internet and other resources.
• Assisted travelers with acquiring passport, passport renewals, and visa requirements.
• Privileged of serving the below VIP’s of the Kingdom,
King Saud’s Family members.
Personal employees of Prince Waleed bin Talal
Mr. Mohammad Yousuf Naghi (owner of BMW in the Kingdom).
Al Subei Family (owner of Bank Al Bilad & Enjaz).
• Involved in developing marketing campaigns to promote the product & services offered by the institute.
• The role included planning, advertising, public relations, organizing events, product development and distribution.
• Communicating with target audiences and managing customer relationships.
• Maintaining and updating customer databases.
• Organizing and attending events such as conferences, seminars, receptions and exhibitions.
• Managing budgets
• Monitoring competitor activity;
• Supporting the marketing manager and other colleagues