وظيفة مسؤول خدمة العملاء المميزين انجلش بشركة اتصالات :
متطلبات الوظيفة:
- شهادة جامعية.
- خبرة في إدارة علاقات العملاء في مجال الاتصالات أو مزود الخدمة ذي الصلة ، والبنوك ، والفنادق ، وأقسام المبيعات في الشركات متعددة الجنسيات.
- إجادة العربية والإنجليزية (القراءة والكتابة والشفوية).
- المعرفة الجيدة بالحاسوب والرقميات.
- تفكير نقدي ، باستخدام المنطق والاستدلال لتحديد نقاط القوة والضعف في الحلول البديلة أو الاستنتاجات أو النهج لحل المشكلات.
- الاهتمام بالتفاصيل والإتقان في إكمال مهام العمل.
- حساس للمشاكل وقادر على معرفة متى يكون هناك خطأ أو من المحتمل أن يحدث خطأ يتطلب حل مشكلة.
- توفير سرعة إغلاق لأي مشكلة مع القدرة على فهم المعلومات بسرعة وتجميعها وتنظيمها
التقديم بعد شرح الوظيفة
Description – External
-Providing differentiated service for top-tier customers and delivering towards brand promise through one to one relationship, using diverse of functions and with direct communication with assigned accounts (Voice, Direct routing, Digital Chat and WhatsApp), to maintain Accounts’ satisfaction: CSAT/TRIM, Churn and ARPU maintainability.
-Manage diverse of functions through one to one relationship with Etisalat Niche customers, providing unique customer relationship management to fulfill the best Customer Experience & C-Sat.
– Governance accounts management through building relationships with customers to gain trust in all aspects of all operational support including delivering inquiries, resolving complaints and requests, through different interactions, across all channels Phone, SMS, Digital & outdoor visits to fulfil customer needs.
-Manage Customer’s Life Style to establish a prolonged bond attached to customer events.
-Manage allocating entertainment services, loyalty programs & facilitate special invitations and reservations through Delight campaigns, benefits upselling, activations, delivery & problem escalations through direct channel with external vendors to embrace customer centricity and enrich revenues.
-Manage customer financials & risk control to maintain low Debt percentage of overdue bill payments, through full empowerment for collection deals, bill review, high usage risk control and Data bill shock investigations.
-Provide Revenue solutions through usage monitor, bundle upgrade, upselling, cross selling integrated solutions and products. -Control and manage allocating Budget needed for waiving, refund and compensations. Including technical tools approval depending on financial analysis.
-Enrich customer digital portfolio to cover all Communication channels, Social Media handling & engagement, online Chat & App handling in terms of Inquiries, complaints and functions improvement, plus What’s App chat 24/7.
-Develop policies & procedures in alignment with strategy to be ahead of competition and Implement modules to minimize complaints rate, customer’s efforts, churn rate.
-Report and study complaints service level & resolutions in terms of service level achievement, usage, proactive actions to maintain high quality satisfaction standards.
-Analyze and provide data mining for customers’ profiles to detect silent customers to ensure proactive and preventive actions to avoid any constrain.
-Monitor and retain hunted customers to stabilize profit to ensure efficiency.
-Do visits to VIPs & high-end customer for welcoming and upon-request fulfilling poaching requests, tariff advisory and value of money solution, upselling and cross selling, churn prevention and retention.
-Handle weekly and monthly reports analyzing customers’ behavior to identify their needs and expectations.
Job Requirements
QUALIFICATIONS:
-University Degree is a must.
-Customer relationship management experience in telecommunication or relevant service provider, Banks, Hotels, Sales Departments in multinational companies.
-Fluent in Arabic & English (Reading, Writing & Oral). -Excellent computer & digital knowledge.
-Critical thinker, using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
-Attentive to details and thorough in completing work tasks.
-Sensitive to problems and able to tell when something is wrong or is likely to go wrong involving problem resolution.
-Provide a speed of closure for any problem with the ability to quickly make sense of, combine, and organize information into meaningful patterns.
-Expert negotiator & problem solver with excellent upselling/cross selling skills.
-Ability to effectively handle multiple tasks in a fast paced environment. Familiar with telephone techniques with good digital knowledge & skills.
-Demonstrated verbal communication skills and ability to convey information clearly and effectively.
-Presentable with very good communication skills and Excellent English.
-Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
-Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands. Punctuality.
-Dependability; to follow instructions as well as take responsibility for their actions and also keep commitments
-Team player.
-Ability to meet tight deadlines
-Area of experience: Account manager/account engine/VIP service provider.