Job Description

• Receiving customer complaints sent by Customer Care Call Centre, check the origin of the problem, and confirm if it’s under technical responsibility. • Keep the MTTA KPI as a Contractual KPI with MCI (employer). • Call subscribers to find complete Technical Information based on NPO questionnaire file. • Check in the OMC/NMS and Trouble Ticket system if the problem is related to on-going alarm, check if the alarm is related to lack of coverage. • Check TCH Availability of nearest cell to Subscriber in the KPI Browser to make sure about Temporary outages. • Inform the Customer Care about the first investigation and the owner to solve the problem if there was any CC (Customer Complaint) in the mentioned area. • Reject those received CCs that have incomplete or wrong information. • Create New CC ticket in NAK NMP Tool and add required information. New CC ticket is assigned to relevant team for first feedback and solution. • Create duplicated CC Ticket for NPO team as a new CC ticket to help NPO BSC Owner analyze.( if there was any Ticket in a mentioned area to refer.) • Immediate Feedback to MCI (employer) care if there is any duplicated TT or Temporary outages. • Reassign to NAK relevant team not solve CC tickets that ready to close by them. • Open TT in the Trouble Ticket System within the agreed SLA. • Coordinate the remedy of failures by diagnosing the fault. Assign the ticket to dedicated network team for resolution within the agreed SLA. • Follow the resolution of the customer complaints with the related network teams within agreed SLA. • Prepare a report for present the current CC progress and ask to relevant technical team to follow. • Update MCI (employer) Trouble Ticketing System according to NAK technical Updates in NMP Tool. • Check with Customer Care the updated status of the complaints. • Close the trouble ticket when the customer complaints are confirmed solved. • Update the ticket with information related to the problem (best practice, information related to the complaints area…). • Follow VIP Cases in a special process and keep high level management updated. • Get Subscriber satisfaction feedback for VIP CC cases. • Follow Ticketing issue and coordination with MCI Customer care to perform CC handling procedure perfectly. • Report and address without delay any deviations and anomalies. • Ensure all the information regarding the trouble is completed in the system (Trouble Ticket system/CRM/Network Database). • Archive the trouble. • Advise affected parties (Customer Care and similar) of network faults and outages (whether planned or not), their extent and anticipated duration, as well as of eventual remedy. • Create a daily CR report by complete information to inform MCI (employer) Customer Care about network activities and immediate feedback to subscribers. • Prepare a daily MCI (employer) management report for VIP/195/ Management requested Customer complaints • Touch monthly performance based on CC ticket handling. • Prepare a daily NO CC report mentioning all Ticket handlings of previews day. • Prepare a CC updated report and follow up with MCI (employer) Customer care due to lack of professional tool between NAK and MCI (employer) CRM.