RAN Customer Complaints Zain

About the Role

Verifying and solving the customer tickets received through different system by conducting the needed analysis, visiting the customer, and applying the required actions to ensure the delivery of optimal service.

Main Responsibilities, will include but will not be limited to:

• Conducting Radio Frequency (RF) drive tests; collecting data and statistics and analyzing them subsequently; in order to verify the customer tickets under investigation.
• Monitoring RAN Key Performance and collaborating with the RAN optimization ENG to analyze network performance related parameters, data, and statistics, to identify any deviation from targets and take the needed actions if any.
• Conducting customer visit to fully understand the customer need and provide the optimal solution that will boost the customer experience and ensure the customer satisfaction.
• Carrying out needed sites audit and taking the needed action regarding RAN issue that impact coverage, Quality of Services etc., and subsequently proposing required solutions such as installing Repeater, IBS solution, relocation, site expansion, new sites micro and physical changes.
• Following up TRC reported cases with a related team and submitting the feedback as per the set SLAs. In addition, following up committed list of coverage TRC sites and other sites and reporting any other needed sites to the planning team.
• Cooperating with different team such as customer care, sales and engineering, in general, to guarantee the smooth flow of processes as per the set SLAs.
• Performing other duties related to the job as assigned by the direct supervisor