Bilingual (Arabic & English) Contact Centre Agents-Level 1 Escalations

Role Title: Bilingual (Arabic & English) Contact Centre Agents-Level 1 Escalations

Industry: Telecom

Location: Dubai

Role Type: Full Time, Outsourced, Long Term

Responsibilities:

Take ownership of service tickets, referring unresolved queries for further action as necessary by following a pre-defined escalation process by engaging internal and external stake holders.

Maintain customer services standards by responding to all customer requests, inquiries and complaints promptly received through customer servicing channels and applying best practice in customer complaint handling.

Attend, participate in stakeholder meetings specific to TDRA Customer Happiness and Regulatory and Compliance covering Mobile Number Portability

Have an excellent understanding of the telco complaints procedure/process to ensure the appropriate action is been taken to resolve customer complaints.

To adhere to RRMC. V2 in the review of validating and processing of documents specific to mobile service activations

Processing the Port-out requests and ensuring all guidelines are followed from TDRA while doing the same.

Point of contact for level 1 escalation raised to TDRA and ensuring correct process is followed while delivering the resolution.

Point of contact for level 1 escalations received from other mobile operators within the UAE related to MNP issues.

Stake holder management internal and external to ensure the correct resolution is provided within the agreed SLA.

Point of contact for OMNI channel to support on the issue’s related to MNP, activation and payments.

Provide clear and concise responses to all MNP enquires, customer complaints and enquiries received from various channels and ensures all information is accurate in response to the customer.

Provide operational updates and training specific to changes on policy and procedures related to TDRA Customer Happiness and Regulatory & Compliance.

Executive Complaint Management, where complaints from the executive leadership team and EITC are managed end to end, providing resolution updates to all identified stakeholders, including the affected customer

Requirements:

College Diploma or equivalent

Minimum 2 years’ experience in contact centre environment

Strong writing and verbal communication skills along with results-driven approach