Account Management Advisor

JOB PURPOSE:

       Provide an accurate, efficient and quality service that exceeds customers’ expectations in order to maintain a high level of customer satisfaction.

KEY ACCOUNTABILITIES:

Handle corporate inbound, outbound calls and email requests in order to maintain a customer satisfaction level.

Provides an accurate, efficient and quality service that exceeds customers’ expectations to maintain a good customer relation.

Adhere to escalation procedures of handling customers’ complaints in order to align Etisalat policies and regulations.

Handle account requests and complaints and work on resolving them appropriately.

Conduct welcome and courtesy calls based on an agreed timeline and schedule monthly meetings with accounts’ SPOCs -according to account segment- to ensure customer satisfaction.

Schedule monthly meetings with accounts’ SPOCs (according to account segment) to ensure satisfaction.

Promote Etisalat value added services to the accounts' SPOCs.

Handle billing inquiries and complaints from customers through validating customer requests/complaints to ensure customer satisfaction.

Track credit accounts payment behavior by following up with the risk management team.

Coordinate with corporate sales and activation teams for add-on lines and additional services to customers.

Communicate positively with all concerned departments in order to facilitate customers’ reception of the expected distinguished service to ensure proper resolution of cases.

Update the customers’ database with modification upon customers’ requests.

Use customers’ concerns & complaints to analyze their underlying basis and make recommendations on enhancing the system, process, or policy to diminish the frequency and nature of complaints.

Qualifications:

University graduate from any discipline.

Very Good spoken and written English.

Very Good communication skill.

Very Good knowledge of MS Office application and contact center systems.

 Experience:

3-5 years of experience in call center field