Job Purpose

Handle all inquiries, complaints and technical issue (Reactive / proactive) through inbound calls DSL Med and Core customers and following up with customers in terms of customer experience, complaints, retention, back office and risk Management, Technical (proactive and reactive) to enhance customer satisfaction

Report To Position Name

Manage inquiries, complaints (technical /non-technical) and requests of the DSL customers through inbound calls to fulfil customer's needs.  Validate and investigate all type of complaints (wrong information, bill problems, and system issues, connectivity) to take corrective action.  Detect silent customers suffering from network issues and work on their cases proactively to provide customers with best quality..  Handle all complaints and service requests related to DSL, Fixed line Internet services and submitted through social media and digital channels  Monitor most repeated customers called front liners , diagnose and solve their problems also find the gaps (system, process , humans) for better enhancement and customer satisfaction  Conduct the outbound calls upon assignment of SR’s to solve/fulfil technical complaints/requests within the agreed service level for internet services and fixed line services  Properly diagnoses the customers' issues to enhance and maintain the company's good image.  Escalate any technical outages to various concerned departments to take the necessary actions