Earthlinktele

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Consumer Back Office Officer

Job Overview

Description

This position is responsible for administering customer requests received from the distributors related to all sales process’s operations, solving more complex customer issues in a timely manner and provide the required support.

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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