Job closed
Ref: HP440-261
Job description / Role
We are actively hiring for an Officer Customer Support - Commercial professional, to join our Regional Management Team, based in Main Office Sharjah.
In your role as Officer Customer Support - Commercial, you would be responsible to ensure provision of commercial/technical customer support services and to establish an effective customer response system in place, to ensure that customers’ inquiries are promptly dealt with.
Assist and supports in the achievement of sales targets and in the coordination & follow up of customer service requests.
Interacts with related sections to ensure smooth and efficient processing and delivery of customers’ requirements.
Further responsibilities include:
• Takes ownership of the customer’s needs and provides all the support services required by the customer. Identifies and realizes pro-actively up-selling and cross-selling opportunities.
• Attends to all customer inquiries through either the phone or another physical interface, relating to products and services offered by Etisalat, to the status of pending service installations or the clearance of facts as well as any general enquiry.
• Attends to all customer complaints, liaises with the concerned section for information and gives feedback/solution to the customer.
• Escalates any complex issue to the appropriate team leader and follows up the case until resolved.
• Replies to all customer’s written or virtual communication and ensures that queries are responded to within 48 hours by fax, letter or e-mail via relevant stakeholders.
• Demonstrates products and service functionality to the customers.
• Conducts training for the customers in Etisalat premises and outside at the customer premises.
• Provides appropriate application forms to the customers and checks documents and customer information inputs in the form for accuracy.
• Contributes to the team spirit with respect to a “sales oriented” and “customer service oriented” culture, commitment and sense of belonging among the team.
• Gives constructive feedback and suggestions for improvements to the Manager Customer Support.
• Attends to all queries on billing and gives real time status on Customer Accounts.
• Ensures that customers are satisfied in all cases.
• Guides all customers visiting the regional sales to the appropriate Sales Agent that will handle their cases.
• Guides and facilitates resolution of Customer complains related to Technical & Commercial.
• Maintains excellent knowledge level related to Etisalat products & services, their benefits and respective processes to be able to properly satisfy customer needs.
• Collects all technical and customer specific data and ensures other necessary steps for completing a customer request/ order.
• Collects, prepares and forwards data in order to initiate investigation of technical/commercial possibilities and designing of customer solutions.
• Pro-actively interacts with all related sections to insure smooth and efficient processing and delivery of customers’ requirements.
• Performs any other related duties, as required.
Requirements
Formal Education Required:
Bachelor’s degree in Marketing/ Business Administration/ Telecommunication or equivalent.
Years & Field of Experience required:
Minimum of 5 years of experience in customer service or related field.
About the Company
Etisalat has been the telecommunications service provider in the UAE since 1976, and has built up a modern telecom infrastructure and established itself as an innovative and reliable operator.
Etisalat stands 140th among the Financial Times Top 500 Corporations in the world in terms of market capitalization, and is ranked by The Middle East magazine as the 6th largest company in the Middle East in terms of capitalization and revenues. The Corporation is the largest contributor outside the oil sector to development programmes of the UAE Federal Government, and is an award-winning socially responsible corporation. Etisalat has also won accolades from across the region for its nationalization programme.