Earthlinktele

B2C Back Office Operations Officer

Job Overview

Description

Duties & Responsibilities:

  • Handle escalated calls, resolving more complex customer issues in timely manner.
  • Research on complicated problems through multiple databases and collaborate with other departments to resolve escalated issues.
  • Interact with clients by (ticket, call, email) to resolve problems, provide information and guide customers who may – or may not – be technically proficient towards an appropriate solution to exceed customer expectations within tight time scales.
  • Handle incoming tickets and emails in a timely manner and adhering to quality standard required and follow up on escalation of issues for the customers with the other departments to ensure highest customer satisfaction.
  • Communicate with the account manager to update on the status of ticket items in order to stay up to date in the timeline expected for finalization of the tickets.
  • Maintain all data of distributors to be fully updated and maintained in databases ensuring changing information in timely manner, creation of new accounts into the database.
  • Transfer and convert source of buying card for our agents by follow up with the concerned department.
  • Ensure proper applying the processes without obstacles in order to minimize iterations to reduce operational costs and time.
  • Submit client’s constructive suggestions and initiatives to the management in order to apply and execute the fruitful ones.
  • Escalate client’s violations that run against company policy to the management.
  • Ensure proper processing of complaints and adherence to escalation processes
  • Make suitable decision of cancelation points and escalate it to the management if require.
  • Create new account/affiliate of the customers as per requests ensuring full accurate information of the clients, Location on Google Earth in KML Format.
  • Proper applying of creating new account process and ensure new location is updated properly in the system.
  • Ensure to record affiliates locations inside the system for the towers and renovate them as needed.
  • Ensure all up-to-date record of active and inactive points at all times.
  • Verify the completeness of all required information before creation of the affiliate.
  • Create tickets on the system as needed and update status of tickets when resolved.
  • Being familiar with other divisions tasks to understand and fulfil all the customer requirement in a way that spire time and efforts in a very professional manner.

Requirements

BSc in Business Admin or any related field.

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