متخصص شکایات مشتری

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.