CC Back Office Officer

Asiacell Communications

Verifying, validating, solving and escalating Customers complaints regarding Asiacell Product Service which being received from the call center agents, which includes various types of incidents./p>

• Revise and verify incoming incident tickets from the call centre agents or other Asiacell teams.
• Ensure the verification of the tickets validities using the CC systems and interfaces and resolve them from your side upon solution or deny if needed.
• Coordinate with team members to unify verification methods and handling processes.
• Make outbound calls and establish an understanding of the issue with the customer and escalate/solve the related complaint while ensuring the customer satisfaction.
• Review the tickets and escalate them to related Technical teams and departments based on the solution nature.
• Make outbound calls to ensure the effectiveness of a solution and cross check with the customer that the case is settled effectively.
• As the focal point of CC, regulatory and other technical teams, coordinate and communicate with the regulatory and other respective teams related to the incoming CMC complaint and the nature of the issue to follow up properly and ensure the solution of the case.
• Prepare reports of incidents and issues on demand to be shared with the Section Head or Team Leader.
• Demonstrate empathy to create and ensure excellent customer experience and satisfaction towards our support unit.
• Coordinate with the related teams and stay updated on our products, services, procedures, and solutions to be able to establish an effective communication with the customer while following up.