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QUALIFICATIONS AND JOB DESCRIPTION
Role Purpose
Provide End to End customer excellence for both and mobile services at local and global level.
Your Place in the team
- Prepare Service Review presentations for QBR meeting of Enterprise Customers.
- Preparing customer facing action and analysis reports and share with customers regularly.
- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.
- Technical incident escalation management for both mobile and fixed enterprise customers.
- Prepare usage, tariff, invoice analysis reports and optimization reports.
- Analyse the reports to address the faults and direct the faults to responsible teams.
- Prepare and fill out the vendor creation documents of customer.
- Fill out the requested data and documents in the vendor assessment portal of customers.
- Prepare the product, tariffs related presentations which customers request
- Follow up mobile and fixed problems by engaging IT, network, cops, operation, legal and finance teams.
- Prepare manual reports rquested by customer.
- Convey the expectations and complaints shared by our customers to the right teams and following up the solutions offered.
- Support MNP process to avoid any potential problem.
- Attend customer meeting to address their requirements, problems and issue meeting notes to address responsibilities.
- Ability to understand and analysis for different types of reports.
- RFP and technical Requirement document follow up, conveying to the responsible teams.
- Customer centic approach for zero churn.
We are looking for you if you have
- BS degree in a computer/statistics/maths/engineering disciplines.
- Good level of English.
- Excellent command in MS Office Programs especially in Excel.
- Strong ability in planning, reporting and analyzing.
- Experience of working with large volumes of data.
- Excellent level of Logic, Analytical and Critical thinking capabilities.
- Ability to source, analyze data and use related tools (Excel, Power Point).
