Job Purpose

To respond and answer High value customer postpaid & prepaid “ 199 ARPU” & Hekaya postpaid & Prepaid platforms’ inbound calls with high quality standards assisting customers with all available tools in order to achieve highest level of customer satisfaction, attract new customers, and retain existing ones.

Report To Position Name

Handle inbound calls or any other required tasks in other functions within the customer care whenever required and during staff shortage in order to maintain business needs and goals. Answer inbound calls and respond to customer requests to ensure customer satisfaction and provide superior service via phones, e-mails and faxes as a receiver and caller and follow-up on customer inquiries and complaints that is not fulfilled or resolved on queue. Generate and analyze team performance reports on a regular basis in order to guarantee achieving the agreed on targets and escalate weak performers’ results to direct manager on the spot to take proper action. Coordinate and communicate results and updates frequently to team members, develop their skills and always motivate them in order to achieve great results. Attend promotions, products, & services UAT's before commercial launch and send required amendments to direct manager in order to guarantee smooth launch and operation. Distribute team tasks according to the predefined and agreed on plan from direct manager and control daily work flow to ensure achieving the agreed on targets compiling with company goals. Proceed with certain exceptions according to the documented processes & procedures to reach the highest customer satisfaction and FCR target. Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints to ensure achieving the FCR target. Build customer’s interest in the services and products offered by the company and offer cross selling and/or up selling the company’s solutions, products, & services whenever possible which will guarantee the business continuity and contribute in achieving profit share and raise up the ARPU. Update the existing database with changes and the status of each customer/prospective customer whenever required and complete call logs and reports so that we have a valid reference and database for our customers to ensure proper planning & to guarantee taking the right decisions. Notify the appropriate concerned person when issues or problems arise in order to take proper actions on the spot. Maintain the required knowledge level of the company’s products, services, & solutions and stick to the agreed on formal information sources to ensure delivering full and accurate information to the customer. Follows the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer’s data confidentiality. Perform the necessary & right action on systems and tools in order to fulfill the customer requests properly and maintain the company’s financial position. Recognizes, documents and alerts the supervisor with trends of customer calls (inquires/complaints/requests) and recommend process improvements which facilitate the CC workflow, reduce cost, and delight the customers. Acts as primary contact for high value, premium & VIP customers’ complaints to ensure delivery of high level of service and customer satisfaction. Handle all Floor Supervisor duties and responsibilities, such as achieving daily SL, reporting any outages or problems to concerned parties for immediate action. Monitors random calls to improve operation quality and minimize errors that affect the customer satisfaction and seek opportunities for process improvement. Conducts on the job training to contact center teams in order to enhance their knowledge and performance. Ensures that team results and predefined objectives are on track and manage team conflicts properly so that problems are resolved constructively. Evaluates team members & handle one to one meetings with team members in order to control team results plus Perform the direct manager role as a delegate on the team members and handle the team issues and concerns whenever the direct manager is unavailable in order to make sure that everything is on track according to the predefined plan and handover report.