Customer Complaint Specialist

• Receive customer complaints sent by Customer Care Call Centre, check the origin of the problem, and confirm if it’s under technical responsibility. 
• Keep the MTTA, MTTR , Closer rate  KPI as a Contractual KPI with MCI (employer). 
• Call subscribers to find complete Technical Information based on NPO questionnaire file.
• Check in the OMC/NMS / SQM and Trouble Ticket system if the problem is related to on-going alarm, check if the alarm is related to lack of coverage.
• Check TCH Availability, RSSI , voice and data traffick and other related KPIs to reaised issue  of nearest cell to Subscriber in the KPI Browser to make sure about Temporary outages
• Inform the Customer Care about the first investigation and the owner to solve the problem if there was any CC (Customer Complaint) in the mentioned area.
• Reject those received CCs that have incomplete or wrong information.
• Create New CC ticket in internal Ticketing Tool and add required information and assign New CC ticket to relevant team for first feedback and solution in IPCC tool
• Create duplicated CC Ticket for NPO team as a new CC ticket to help NPO BSC/RNC Owner analyze (if there was any Ticket in a mentioned area to refer).
• Immediate Feedback to MCI (employer) care if there is any duplicated TT or Temporary outages.
• Reassign to NAK relevant team not solve CC tickets that ready to close by them.
• Open TT in the Trouble Ticket System within the agreed SLA.
• Coordinate the remedy of failures by diagnosing the fault. Assign the ticket to dedicated network team for resolution within the agreed SLA.
• Follow the resolution of the customer complaints with the related network teams within agreed SLA.
• Prepare a report for present the current CC progress and ask to relevant technical team to follow.
• Update MCI (employer) Trouble Ticketing System according to NAK technical Updates in SDM Tool.
• Check with Customer Care the updated status of the complaints.
• Close the trouble ticket when the customer complaints are confirmed solved.
• Update the ticket with information related to the problem (best practice, information related to the complaints area…).
• Follow VIP Cases in a special process and keep high level management updated and also get Subscriber satisfaction feedback for VIP cases.
• Follow Ticketing issue and coordination with MCI Customer care to perform CC handling procedure perfectly.
• Report and address without delay any deviations and anomalies.
• Ensure all the information regarding the trouble is completed in the system (Trouble Ticket system/CRM/Network Database).
• Advise affected parties (Customer Care and similar) of network faults and outages (whether planned or not), their extent and anticipated duration, as well as of eventual remedy.
• Create a daily CR report by complete information to inform MCI (employer) Customer Care about network activities and immediate feedback to subscribers.
• Prepare a daily MCI (employer) management report for VIP/195/ Management requested Customer complaints.
•  Touch monthly performance based on CC ticket handling.
• Prepare a daily NO CC report mentioning all Ticket handlings of previews day.
• Prepare a CC updated report and follow up with MCI (employer) Customer care due to lack of professional tool between NAK and MCI (employer) CRM.

Key Professional Competencies:

• Trouble handling and procedure of emergency.
• Strong collaborating ability, create and handle and relationships with other departments.
• Telecom and computer field knowledge.
• Know how to diagnose and evaluate the level of complexity and urgency of a problem and make correlations.
• Familiar with trouble ticketing tool.
• Familiar with GSM mobile network.
• Analytical & Problem Solving.
• Persistence & Perseverance.
• Rigor & Organization.
• Team Work.
•  Working under Pressure. 
•  Ability to work off hours depending on Network outages and the Customer requests.
• Full time availability (24x7) to support after office hours and be able to relocate with in the country.