Korek Telecom

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Operation Manager

Job Overview

Summary

Handling the Customer Care technical operations.

Key Responsibilities
  • Oversee the hiring, orienting, and training of customer care staff to ensure a capable workforce.
  • Develop and implement customer care policies, procedures, and regulations necessary for ensuring a satisfied customer base.
  • Communicate with customers to identify their need/expectations and make appropriate adjustments to meet those needs.
  • Follow up with customers to ensure they receive optimal value from purchased products/services.
  • Handle tough or complex customer issue by analyzing said problems to come up with solutions effective in addressing customer complaints.
  • Provide customers with updates and periodic statements on service developments and changes in trends.
  • Establish communication channels through which customers can send in their feedback or challenges for prompt resolution.
  • Offer free products or services to pacify irate or unsatisfied customers.
  • Analyze customer care data and statistics to obtain results useful in taking key business decisions.
  • Organize programs for customer care staff to update their job knowledge and enhance their skills.
  • Oversee the processing and issuance of refunds to customers.
  • Maintain proper record of all customer care operation and activities for reference purposes.
  • Assign and designate job territories to customer care staff according to their performance and history.
  • Work around available budget to achieve set objectives and targets.
  • Conduct surveys to determine the opinion of customers regarding their products/services.
  • Participate in educational workshops to stay up-to-date on developments in the industry.
  • Handling the UAT of products and services.
  • Providing solutions for call center for them to be able reach their KPIS.
Competencies
  • Excellent communication skills.
  • Very good management and leadership skills.
  • Very good reporting skills.
  • Good command of M.S. office.
  • Planning and organizing skills.
  • Reporting ability.
  • Data Analysis skills
  • Excellent Technical skills.
Language
  • English (required)
  • Arabic (required)
  • Kurdish (required)

 

  • Number of Positions: 1
  • Experience: 5-10 years of work experience in relevant field.
  • Education: Bachelor in Software Engineering or Project Management.
  • Location: Erbil

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