Call Center

Roles & Responsibilities
·       To contribute and collaborate actively in various Customer care projects.

·       To encourage customers to use all digital & online channels, including Self-care and social media to decrease call center contact rate.

·       To support company subscribers’ queries, comments, issues, and questions received through online and digital channels based on MTN Irancell Customer Relationship PPPs’ and agreed SLAs/Team Targets.

·       To analyze received customer queries, raise related logs and escalate them to related teams based on CR standards.

·       To offer new services /products to the customers as per process.

·       To increase the digital transformation rate, encourage subscribers to use digital/social media-based solutions according to the CR approach.

·       To constantly review and stay current on CR processes to handle subscribers’ issues.

·       To ensure all received feedback from channels like the CLF team, CR QA, and supervisor are seen on future work activities in both soft skill and knowledge areas.

·       To refer unsolved queries and major issues received to CR Back office / Online and Digital Channel Customer Care Supervisor based on the policy.