JOB DESCRIPTION / ROLE
Role Title: Bilingual (Arabic & English) Contact Centre Agents-Level 1 Escalations
Industry: Telecom
Location: Dubai
Role Type: Full Time, Outsourced, Long Term
Responsibilities:
• Take ownership of service tickets, referring unresolved queries for further action as necessary by following a pre-defined escalation process by engaging internal and external stake holders.
• Maintain customer services standards by responding to all customer requests, inquiries and complaints promptly received through customer servicing channels and applying best practice in customer complaint handling.
• Attend, participate in stakeholder meetings specific to TDRA Customer Happiness and Regulatory and Compliance covering Mobile Number Portability
• Have an excellent understanding of the telco complaints procedure/process to ensure the appropriate action is been taken to resolve customer complaints.
• To adhere to RRMC. V2 in the review of validating and processing of documents specific to mobile service activations
• Processing the Port-out requests and ensuring all guidelines are followed from TDRA while doing the same.
• Point of contact for level 1 escalation raised to TDRA and ensuring correct process is followed while delivering the resolution.
• Point of contact for level 1 escalations received from other mobile operators within the UAE related to MNP issues.
• Stake holder management internal and external to ensure the correct resolution is provided within the agreed SLA.
• Point of contact for OMNI channel to support on the issue’s related to MNP, activation and payments.
• Provide clear and concise responses to all MNP enquires, customer complaints and enquiries received from various channels and ensures all information is accurate in response to the customer.
• Provide operational updates and training specific to changes on policy and procedures related to TDRA Customer Happiness and Regulatory & Compliance.
• Executive Complaint Management, where complaints from the executive leadership team and EITC are managed end to end, providing resolution updates to all identified stakeholders, including the affected customer
Requirements:
Role Title: Bilingual (Arabic & English) Contact Centre Agents-Level 1 EscalationsIndustry: Telecom
Location: Dubai
Role Type: Full Time, Outsourced, Long Term
Requirements:
• College Diploma or equivalent
• Minimum 2 years’ experience in contact centre environment
• Strong writing and verbal communication skills along with results-driven approach
ABOUT THE COMPANY
Founded in 2001, Ultimate HR Solutions bears the market reputation of being a complete HR Services provider, precise and pro-active in locating and managing human resources. Our client-friendly process and human capital infrastructure allows us to service ever changing client requirements in an efficient and effective manner. With comprehensive experience servicing world-class clientele and top-caliber candidates across a wide spectrum of industries, we measure our success through our growing list of satisfied clients. UHRS started with humble beginnings as a preferred recruitment partner, and from there branched out into outsourcing/ contract staffing.
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