مدیر عملیات پشتیبانی مشتری

Job Description

● To manage implementation of PPPs related to VIPs customers (as per definition), billing, credit and collection, CR operation and correspondence based on agreed SLAs. ● To identify risks imposed to VIP customers and provide solutions to rectify those to reduce bad debt and meet assigned targets. ● To review and validate all submitted billing quality check scenarios by billing supervisor based on company live product and services to ensure on accuracy of generated invoices for Staff, VIP, Spouse and etc. ● To ensure all bills VIP subscribers are generated correctly based on different quality check scenarios. ● To manage segmentation of bad debts accounts and create optimized framework for managing their collection in association with related supervisors. ● To ensure proper invoice delivery through management of relation and assign proper SLAs to bill delivery third parties. ● To manage process of archiving and maintaining all MTN Irancell subscribers qualified hard documents in CR warehouse. ● To manage process of checking subscribers profile with submitted documents based on approved standards and ensure all submitted documents in DMS (Document Management System) are checked with customer profile in CRM System. ● To ensure all current physical documents in warehouse will get scanned in archive system, and the new documents will get scanned and archived with the archiving solution and the process of moving the old documents to 2nd warehouse working smoothly. ● To manage monitoring provisioning system including all customer orders submitted successfully by generating adhoc and hourly, daily, weekly, monthly reports, ensure investigation on the reason of unsuccessful orders submission to find valid reasons also ensure follow up invalid rejection reasons with relevant support team. ● To manage processing all the Legal and Judiciary Queries on SIM Provisioning on time. ● To ensure updating VIP customers lists also resolution of all VIPs related queries based on agreed SLAs and standards. ● To ensure all escalated issues are followed and resolved based on agreed SLAs. ● To manage all testing and development plans/projects in the team which may impact on VIP SIMs. ● To ensure all systems and applications used by the team is available 7/24 and follow their issues till be solved. ● To manager generation of daily overdue accounts reports, periodic unbilled report, daily collection report, staff report, daily index, and daily document received for the management and archiving reports. ● To be able to identify customer operation major issues and make sure that the Root cause of all of these issues will get found and sorted out.