ادمین پشتیبانی فنی کسب‌و‌کار سازمانی

Job Description

● To respond to company EB subscribers’ complaints/ requests received from different channels (714, Email...) in the most efficient manner, within the agreed-upon turnaround time and according to agreed SLAs and standards. ● To provide a qualitative service, respond to EB customers’ complex queries and requests coming from EBD, communicate systems/channels un-availabilities, and achieve pre-established targets including 714 service level rate. ● To conduct activation process and customer categorization for EB customers. ● To assist the team by escalating to the supervisor, any alarming complaints and valuable information from coming calls and queries with immediate effect based on policies. ● To cooperate in the implementation of campaigns and programs for EB Customers via team activities in order to leverage on all new channels including Self-care, social Media, IVR, and decrease contact rate. ● To take prompt action and complete documentation of transactions with EB customers in the system. ● To be fully involved in billing, credit, and collection of EB accounts based on PPPs and agreements, be involved in EB Bill Run and Credit Collection process, maintain agreed levels of received accounts. ● To assist the team in the implementation of the new initiative in EB Customer Care. ● To proactively identify and address variances and errors in EB customer accounts and profiles based on standards and escalate it to the supervisor. ● To monitor the Enterprise Business services KPIs which are applicable by provided monitoring devices. ● To follow up on technical issues related to Enterprise Business and wholesale sections. ● To escalate and follow up with responsible teams in case of any issues on the Enterprise Business services for rectification. ● To monitor the Service Level Agreements (SLA) as agreed in their Managed Services and Customers side. ● To collect and update the Enterprise Business service customers’ database and their service flow. ● To monitor the Enterprise Business services to improve the quality, availability, and measurement of this area. ● To collaborate in developing an automated and effective environment for the enterprise business services. ● To prepare reports regularly and comprehensively on the progress and activities of the Enterprise business service, and related matters.