B2C Back Office Operations Officer

Job Description

Duties & Responsibilities:

• Handle escalated calls, resolving more complex customer issues in timely manner.
• Research on complicated problems through multiple databases and collaborate with other departments to resolve escalated issues.
• Interact with clients by (ticket, call, email) to resolve problems, provide information and guide customers who may – or may not – be technically proficient towards an appropriate solution to exceed customer expectations within tight time scales.
• Handle incoming tickets and emails in a timely manner and adhering to quality standard required and follow up on escalation of issues for the customers with the other departments to ensure highest customer satisfaction.
• Communicate with the account manager to update on the status of ticket items in order to stay up to date in the timeline expected for finalization of the tickets.
• Maintain all data of distributors to be fully updated and maintained in databases ensuring changing information in timely manner, creation of new accounts into the database.
• Transfer and convert source of buying card for our agents by follow up with the concerned department.
• Ensure proper applying the processes without obstacles in order to minimize iterations to reduce operational costs and time.
• Submit client’s constructive suggestions and initiatives to the management in order to apply and execute the fruitful ones.
• Escalate client’s violations that run against company policy to the management.
• Ensure proper processing of complaints and adherence to escalation processes
• Make suitable decision of cancelation points and escalate it to the management if require.
• Create new account/affiliate of the customers as per requests ensuring full accurate information of the clients, Location on Google Earth in KML Format.
• Proper applying of creating new account process and ensure new location is updated properly in the system.
• Ensure to record affiliates locations inside the system for the towers and renovate them as needed.
• Ensure all up-to-date record of active and inactive points at all times.
• Verify the completeness of all required information before creation of the affiliate.
• Create tickets on the system as needed and update status of tickets when resolved.
• Being familiar with other divisions tasks to understand and fulfil all the customer requirement in a way that spire time and efforts in a very professional manner.