Complaint Management Advisor

Job Description

Key accountabilities and decision ownership:

• Responsible for Trouble ticket investigation, resolution, and follow-up on all the tickets raised for mobile complaints. (Consumer/Enterprise and Non-Technical Fixed). Ensure that all the investigation and customer interactions relating to the customer complaints are followed and documented in the trouble ticket.
• Address customer complaints with utmost attention, ensuring a consistent level of quality in managing their concerns. Additionally, conduct regular follow-ups to ensure customer satisfaction by identifying and highlighting any emerging issues based on daily trends which could potentially affect other customers and ensure to address such concerns promptly.
• Responsible for handling escalation calls, providing offshore complaints management support, addressing billing payment complaints, and managing service requests and complaints within the agreed service level with the customer.
• Responsible for Monetary/Non-monetary adjustments required as part of customer resolution and getting required approvals from other business stakeholders.
• Handle and addressing customer complaints i.e., tickets that can be resolved without a ticket, proper steps to take to prevent an issue.
• Coordinate with all the stakeholders and vendors to maintain, develop and implement customer service policies and procedures for consumer and business customers, wherever required.
• Ensure to align with Frontline teams and sharing knowledge and information that critical in nature. And required to prepare reports summarizing complaint data for management review.
• Perform any additional project, task or activities assigned/delegated by the Line Manager.
  
  

Qualifications

Educational Qualification:

• Bachelor’ Degree or equivalent
  
  

Knowledge and Experience:

• 2 years of relevant Call Centre representative experience, preferably in Telecommunications sector.
• In-depth knowledge of customer service principles and practice with strong Communication (both verbal & written), Analytics Investigative expertise.
• Good working knowledge of MS Outlook, Excel, Word, PowerPoint