The Role::
Supervise Account Management Team to provide professional post sales service support to Corporate Customers, Corporate Sales Team, and Support and monitor all corporate incidents. Responsible to ensure superior customer service is provided across all corporate touch points like corporate Contact Center, Face 2 Face , web chat , emails, etc
Key Activities:
Supervise the team to ensure proper support is provided for all corporate customers from the different channels.
Monitor the activities of SAM as per policies and procedures and ensure timelines are met as per agreed SLAs and any variances are to be reported in a timely manner.
Support the KAM’s in completing the formalities by following up with customers/KAM for pending documents ,pending deliveries and ensure the necessary actions are taken in case of pending devices/SIMs as per process.
Ensure the team aware of corporate product/service/Promotions and system functionality to improve the team efficiency and productivity.
Guide and support Corporate Customers in resolving billing issues, executing service requests etc. and maintain a helpful and customer friendly approach to meet high level of customer satisfaction within agreed SLA.
Responsible to request call details from regulatory team after ensuing the authority of the sender and provide the security of the information received.
Ensure the team is updating the Authorized signatory in both Email, and in normal official letters in RAS.
Monitor all Data lines for customer renewals are tracked through a monthly report from BI by sending official letter informing the customer on the renewal date to avoid any future waivers.
Attend and support the walk-in corporate customer who had an issue escalated by KAM, service delivery or any other channel.
Provide superior customer service by leading, motivating and coaching a shift-based team
Manage the response to customer enquiries such as general information, billing and complaints, as well as ensuring that customers are proactively contacted to update them on various events like TT status, collect debts etc. when escalated to Team Leaders.
Manage the delivery of an efficient and effective service to corporate customers and ensures that all internal targets are monitored and met, and ensures objective setting criteria are appropriate.
Monitor corporate customer service delivery and act to ensure that process, product and system quality standards are met within assigned team as well as on the Contact Centre Floor.
Ensure work is allocated appropriately within the team according to schedule supplied to account for workload and skill levels on a daily basis.
Act as a point of expertise as required to, resolve complex issues and identify, analyse and act on, opportunities to improve processes, services and systems, making recommendations and implementing as appropriate.
Convene daily shift commencement briefings to review previous day’s performance, advise developments and provide a forum for exchange of views
Generate and participate in the analysis of daily, weekly and monthly activity reports to identify trends, optimise resource deployment and improve services
Identify and provide input for staff training and development programs and follows-up with post-course assessment to gauge progress
Create daily hand-over reports that convey all important activities of the corporate Contact Center.
Keep the team within acceptable Human Resources guidelines for absences, sick leaves, etc
Ensure that all Service account Management Executives are aware of all Ooredoo Telecom and Customer Care Policies and Procedures
Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.
Attend all meetings and training sessions as required
Handle special tasks assigned to him by line manager from time to time
Escalate any issue to direct Line Manager that impacts set corporate customer service standards
Process all waivers related to Business Accounts, preparing necessary supporting documents and getting approvals in Siebel
Ensure the team is calculating the wavier correctly, double check their calculation and get necessary approval as per the policy in RAS
Update/remove Promotion and OCC from customer accounts in the system to correct the promotion in case of system /customer issue or if their special approval for renewal or retention offer
Provide after sales support on system like message manager and B2B self-care portal
Ensure to solve all customer service that focus on incident handling, incident management and resolution of B2B customer issue
Handle MNP complaint for B2B customers
Ensure the team is coordinating with the Technical Division to resolve all corporate customer problems related to the network, coverage, billing & roaming and other issues
Supervise the work of direct reports to ensure they meet their objectives, are kept motivated and perform in accordance with their job description
Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities
Delegate responsibility to direct reports, in accordance with their role and ability, to ensure they are developed and maximise their potential
Monitor performance achievement to ensure improvement.
Ensure that staff meet or exceed their task and target
Manage the teams including part timers in terms of shift scheduling and performance
Identify and provides input for staff training and development programs
Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise
Other duties as directed by Manager or other superiors
Qualifications:
5 + years’ experience in a similar or related function.
2 + year supervisory experience.
Coaching and team building experience
Good general knowledge about telecom products and services.
Strong customer orientation.
Good communication, planning and organisational skills.
Fluency in written and verbal English and Arabic.
Diploma/Bachelor degree in business or a related discipline from a recognised tertiary institution.
MS Office
Good command of using operational systems like BSCS, Siebel etc.
Employer want to submit job applications through their website at: Apply Online
Supervise Account Management Team to provide professional post sales service support to Corporate Customers, Corporate Sales Team, and Support and monitor all corporate incidents. Responsible to ensure superior customer service is provided across all corporate touch points like corporate Contact Center, Face 2 Face , web chat , emails, etc
Key Activities:
Supervise the team to ensure proper support is provided for all corporate customers from the different channels.
Monitor the activities of SAM as per policies and procedures and ensure timelines are met as per agreed SLAs and any variances are to be reported in a timely manner.
Support the KAM’s in completing the formalities by following up with customers/KAM for pending documents ,pending deliveries and ensure the necessary actions are taken in case of pending devices/SIMs as per process.
Ensure the team aware of corporate product/service/Promotions and system functionality to improve the team efficiency and productivity.
Guide and support Corporate Customers in resolving billing issues, executing service requests etc. and maintain a helpful and customer friendly approach to meet high level of customer satisfaction within agreed SLA.
Responsible to request call details from regulatory team after ensuing the authority of the sender and provide the security of the information received.
Ensure the team is updating the Authorized signatory in both Email, and in normal official letters in RAS.
Monitor all Data lines for customer renewals are tracked through a monthly report from BI by sending official letter informing the customer on the renewal date to avoid any future waivers.
Attend and support the walk-in corporate customer who had an issue escalated by KAM, service delivery or any other channel.
Provide superior customer service by leading, motivating and coaching a shift-based team
Manage the response to customer enquiries such as general information, billing and complaints, as well as ensuring that customers are proactively contacted to update them on various events like TT status, collect debts etc. when escalated to Team Leaders.
Manage the delivery of an efficient and effective service to corporate customers and ensures that all internal targets are monitored and met, and ensures objective setting criteria are appropriate.
Monitor corporate customer service delivery and act to ensure that process, product and system quality standards are met within assigned team as well as on the Contact Centre Floor.
Ensure work is allocated appropriately within the team according to schedule supplied to account for workload and skill levels on a daily basis.
Act as a point of expertise as required to, resolve complex issues and identify, analyse and act on, opportunities to improve processes, services and systems, making recommendations and implementing as appropriate.
Convene daily shift commencement briefings to review previous day’s performance, advise developments and provide a forum for exchange of views
Generate and participate in the analysis of daily, weekly and monthly activity reports to identify trends, optimise resource deployment and improve services
Identify and provide input for staff training and development programs and follows-up with post-course assessment to gauge progress
Create daily hand-over reports that convey all important activities of the corporate Contact Center.
Keep the team within acceptable Human Resources guidelines for absences, sick leaves, etc
Ensure that all Service account Management Executives are aware of all Ooredoo Telecom and Customer Care Policies and Procedures
Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.
Attend all meetings and training sessions as required
Handle special tasks assigned to him by line manager from time to time
Escalate any issue to direct Line Manager that impacts set corporate customer service standards
Process all waivers related to Business Accounts, preparing necessary supporting documents and getting approvals in Siebel
Ensure the team is calculating the wavier correctly, double check their calculation and get necessary approval as per the policy in RAS
Update/remove Promotion and OCC from customer accounts in the system to correct the promotion in case of system /customer issue or if their special approval for renewal or retention offer
Provide after sales support on system like message manager and B2B self-care portal
Ensure to solve all customer service that focus on incident handling, incident management and resolution of B2B customer issue
Handle MNP complaint for B2B customers
Ensure the team is coordinating with the Technical Division to resolve all corporate customer problems related to the network, coverage, billing & roaming and other issues
Supervise the work of direct reports to ensure they meet their objectives, are kept motivated and perform in accordance with their job description
Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities
Delegate responsibility to direct reports, in accordance with their role and ability, to ensure they are developed and maximise their potential
Monitor performance achievement to ensure improvement.
Ensure that staff meet or exceed their task and target
Manage the teams including part timers in terms of shift scheduling and performance
Identify and provides input for staff training and development programs
Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise
Other duties as directed by Manager or other superiors
Qualifications:
5 + years’ experience in a similar or related function.
2 + year supervisory experience.
Coaching and team building experience
Good general knowledge about telecom products and services.
Strong customer orientation.
Good communication, planning and organisational skills.
Fluency in written and verbal English and Arabic.
Diploma/Bachelor degree in business or a related discipline from a recognised tertiary institution.
MS Office
Good command of using operational systems like BSCS, Siebel etc.
Employer want to submit job applications through their website at: Apply Online
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