Service Management Centre Assistant

Job Objective:

Provide support to Batelco customers by effectively handling and resolving customer queries or complaints and ensuring customer satisfaction at the core of every decision and behaviour.

Primary Responsibilities

Operational:

• Attend the query calls or emails related to Batelco’s products and services, order follow up, billing enquiry, sales, complaints etc.
• Receive required details from the customer
• Understand and investigate the query or complaint
• Liaise with relevant internal team/ departments to address customer query or complaint or forward the case to other relevant team/ department
• Provide accurate, valid and complete information or solution by using the right sources of information
• Close the query and log call details in the system
• Inform Team Leader when a recurrent problem appears, to prevent further cases
Order Management
• Process the approved proposals received from biz 360
• Validate the proposals and corresponding documents and log proposal details in the ordering system
• Send order details to Service Delivery team for processing the orders
• Follow-up on the order with stakeholder across the fulfilment journey and update order status in the system till the order closure
• Monitor and priorities back log/ in-progress/ high value orders in the system
• Process and follow up for fulfilment of stock orders for products, subsides and gift vouchers

People:

• Take ownership for attending the trainings as per the plan
• Take ownership for completing PMS process, employee engagement surveys in time
• Continuously share the knowledge and understanding of the telecom industry and business trends

Required Qualifications and Experience

Qualifications:

• Bachelors’ degree

Experience:

• 0-3 years of experience in call center or customer service
• Experience in voice and data services environment
• Working knowledge of MS Office