۱ ساعت پیش

استخدام Customer Complaint Specialist در شرکت ناک

نقش اول کیفیت (ناک)

تهران

۱ ساعت پیش اطلاعات تماس

حضوری

مقطع تحصیلی اعلام نشده

سابقه ندارد

حقوق توافقی

آقا و خانم

تمام وقت

مشاهده اطلاعات تماس

اطلاعات بیشتر

امروز

شرکت نقش اول کیفیت (ناک) در تهران جهت تکمیل کادر خود به افراد واجد شرایط ذیل نیازمند است.

Description

job title

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.

Customer Complaint Specialist

متقاضیان واجد شرایط می توانند با کلیک روی لینک تکمیل فرم استخدام، رزومه خود را ارسال نمایند.

اطلاعات تماس

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