Role purpose:

Liaise with our Sales, care and Ops teams on any client issues (escalations) (15+), additional support for 15+ similar to what we have in place for less than 15 trough email channel, web-chat or calls.
 

Key accountabilities and decision ownership:

•    Support the Business customers on Inbound call and Outbound follow up calls for Mobile related queries (Tech and Care)
•    Ensures other activities are conducted according to the highest level of operations standards in line with KPIs, (e.g., NPS, ASAT, Quality, On site Escalation, AHT, No. of calls): Delivers tasks relating to updating Customer Care / Account / Service Managers in line with process and ensuring customer SLA delivery, service availability, quality and continuity assurance;
•    Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas
•    Voice skills required, the candidate should be customer obsessed and should demonstrate customer service skills like Acknowledgement of the problem, Empathy, Connect & Rapport Building, Assurance, Ownership, Summary of the issue and 100% follow up when and wherever required
•    Transfer of ownerships
•    SMC open cases & escalations
•    Billing Support
•    (AMB, adoption and customer registration, & demo, rectify is AMB platform issues)
•    Copy invoices/missing invoices
•    Missing credit notes
•    Recalcs
•    Credits dropping off accounts or discounts not applied
•    C&C; Payment allocation issues, missing payments
•    C&C; DIQ
•    Large upgrade orders UFE
•    VGE-
•    Account tariff migrations (specifically VGE)
•    Billing support similar to above.
 

Core competencies, knowledge and experience:

•    Should have minimum 1 yr at Ireland account 
•    Excellent voice and written communication

Must have technical / professional qualifications:

•    Graduation is a must
 

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