Job Summary:
Responsible for handling customer accounts, service requests, complaints, and escalated cases while ensuring timely and effective resolution. The role involves close coordination with VAS, Billing, Network, Technical, and Call Center teams to resolve customer and service-related issues.
Key Responsibilities:
Customer Service & Account Management
- Manage customer accounts and service requests through CRM.
- Handle customer inquiries, complaints, and service-related issues and ensure timely resolution.
- Analyze customer complaints to identify the nature and root causes of recurring issues.
- Provide appropriate solutions and follow up with customers and relevant departments until cases are resolved.
- Maintain accurate and up-to-date customer records and service information.
- Promote relevant offers and services when appropriate to support customer retention and customer experience.
Escalation & Cross-Functional Coordination
- Coordinate with VAS and Billing teams to investigate and resolve offer-related service issues and billing discrepancies.
- Coordinate with Network and Technical teams regarding escalated technical cases, including network and physical-line issues.
- Follow up on escalated cases with the concerned departments until complete resolution.
- Ensure proper communication and coordination between different teams to avoid delays in resolving customer issues.
- Escalate unresolved or critical cases to the appropriate level when required.
CRM & Documentation
- Utilize CRM to document customer interactions, service requests, complaints, and case updates.
- Ensure all customer and service-related information is accurately recorded and updated.
- Maintain proper documentation and tracking of escalated cases.
- Ensure timely system updates to support accurate reporting and operational continuity.
Key Competencies
- Customer Service Excellence
- Customer Relationship Management
- Complaint Handling & Resolution
- Case & Escalation Management
- Problem Solving & Root-Cause Analysis
- Cross-Functional Coordination
- Communication & Interpersonal Skills
- Teamwork & Collaboration
- KPI Monitoring & Performance Tracking
- Operational Coordination
- Attention to Detail
- Follow-up & Accountability
- Conflict Resolution
- Customer Retention
Systems
- Call Center Reporting Systems
- Billing / VAS Systems
- Microsoft Office
