Customer Complaint Specialist

Naghsh Aval Keyfiat (NAK)

Tehran

Posted a month ago

Job Description

• Receive incoming phone calls and respond to customer inquiries in a manner which meets high quality, proficiency and other performance standards. • Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines. • Effectively manage escalation of calls, client issues and provide direction and guidance regarding policies, procedures, workflows and call service quality. • Work with first line engineer, RF Optimizers, and local technical staff to investigate assess and resolve issues. • Should have above average communication skills with the ability to speak and listen effectively when dealing with customers and all departments, over the phone. • Performance Analysis (Air Interface Protocol analysis, Voice, CS, PS). • Works with Network Operations to resolve customer impacting performance issues when identified. • Works with Call Center supervisors to develop staff knowledge and skills to provide outstanding service. Serves as a customer service role model to others. • Customers complain handling by checking the problems and then following-up or make justification. • Perform any additional responsibilities as requested or assigned.

Requirements

• Fundamental understanding of LTE ,3G & GSM Pref: Huawei/ Ericsson/ Nokia • Familiar with TT creation and relevant tools. • Excellent Understanding of 2G/3G KPIs and should negotiate with customer regarding KPI discussion. • Minimum a Bachelor of Science certificate in Telecommunications / Computer Area or equivalent • Good adaptability and quick learner of new technical knowledge is essential • Ability to monitor network performance and generate reports and recommendations to meet the desired KPI using KPI browser. • Works well independently or in a team environment and displays a strong work ethic. Eager to learn. • Must be willing to work flexible hours including, weekends and holidays when needed

Job Category

  • Sales & Customer Service

Employment type

  • Full Time

Seniority

  • Junior Professional

Job Category

  • Sales & Customer Service

Employment type:

  • Full Time

Seniority:

  • Junior Professional

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