Job Description

Date Posted: 2010-07-28 Ref. JB1549631

Data Operation Support Supervisor

KEY ACCOUNTABILITIES:

Description:

• Liaise with representatives of other departments to address customer complaints in a timely manner so that a positive image of Mobily is maintained.
• Provide input and support to Team Leader/Supervisor highlighting any issues or opportunities.
• Maintain and develop specialist product, process and/or system knowledge to act as a centre of expertise for their area of specialism.
• Maintain an ongoing relationship with key customers and Sales staff.
• Assess and Address customer issues and concerns in order to provide total customer satisfaction and retention.
• Prepare reports and internal documentation to facilitate and improve Customer Care offerings or key areas for business process improvements.
• Encourage proactively customers to purchase additional services, make direct sales outcalls and work to maximise revenue from individual subscribers.
• Run for daily, weekly and monthly reports to assure the accuracy of the operation’s workflow.
• Responsible for participating weekly meetings and resolve pending issues.
• Work closely with engineers, product managers, and sales engineers to initiate closed loop escalation matrix.
• Supervise all inbound/outbound related activities.
• Monitor team’s complaint management resolution framework, ensuring the workforce is not violating their KPIs.
• Manage monthly one-to-one get together, so team members could exchange experience and share knowledge.
• Keep teams well informed of changes within the network and communicate emerging business updates periodically.
• Ability to multi-task keeping deliverables on consideration.

Skills

Knowledge/Education

• The role requires a business related diploma

Relevant Experience & Skills

• Around 3-4 years Customer Service experience
• Strong interpersonal skills
• PC literate
• Fluent in Arabic and English

Education

Business related diploma