Back Office Agent

The purpose of this position is to fulfil the online requirement, timely and accurately to meet the customer’s expectations The role holder is link among the Eshop/ ITCRM / GIS / CSM and other Du internal organizational departments in order to ensure the smooth activation process by the proper activation of the requested services in a very accurate manner to meet a good customer expectations and satisfaction, without causing additional issues, delays and escalations within the stipulated SLAs. The role holder will be handling New Activation /Modification (MNP, P2P, In Zone and Out Zone) requests for Consumer Services Customers within the applied business rules while supporting the Digital Channels to reach their targets in a timely and efficient manner, which ultimately translates to good revenue and growth of the Du Organization. The job holder will also coordinate with IT CRM Operation team and other internal departments to get any technical issues and difficulties resolve

Key Accountabilities

• Assigning the Activities from the concerned tools
• Activation / Modification - Verifying the below:
• Account creation under Customer’s Name and checking the availability of all the documents required such as Application forms, Valid IDs and Residence visa, Tenancy Contract, NOC / Authorization if required and all other mandatory documents based on the type of request.
• Cross verification of the authorized person and other customer information in existing system records with the issued documents
• Activation / Modification as per the Assigned Activities
• Ensuring the correct / complete description of customer’s request and other details from the Activity. Ensuring the availability of necessary documents are attached before activation.
• Executing the activation or modification requests as per the requirements and information provided in the Activity description and also by doing a verification call to the customer.
• Confirmation and Communication
• Confirming the request fulfilment to the concern team, through email attaching the details of the request such as account number, Work order number and Site schedule date.
• Updating the Tracker and the CRM
• Updating the concerned Tracker and the CRM with the required information of the fulfilled order and leaving the queue to the concerned group. Further actions and modifications on the request also should be captured in the Tracker and CRM and they should be closed once all the pending issues have been resolved.
• Co-ordination and Follow up:
• ITCRM / GIS / CSM
• Raising TTs for the technical /server / network issues occurred while performing the execution of requested services with the appropriate information and documents; Follow up on the same and to get the requests fulfilled completely on the stipulated SLAs. Especially adding the address to the account of the customer (GIS) to avoid bad customer experience.
• Requesting for an urgent installation in case of Escalations to CSM team.
• Ensure that policies and procedures are adhered to, including compliance to Contact Centre Policies and Procedures, financial policies and procedures, etc.
• Refreshing the old processes with proper work instructions and Updating with the new processes and policies to understand the Business rules and to imply on processing the customer requests to retain the Accuracy, Quality and efficiency.

Qualifications:

• Diploma or Degree holder (Management Information Systems), or equivalent

Experience:

• Minimum 2-year experience of working in a Back-office Operations / Retail Operations
• Experience from a Call Center or Retail environment is preferable.

Skills

• Strong self-motivation, drive, initiative and results orientation
• Flexible, creative and adaptable to changing environments and pressures.
• Excellent verbal and written communication skills with an ability to analyze data and think A to Z of consequences.
• Strong analytical and product management skills, including a thorough understanding of how to interpret customer’s business needs and translate them into application and operational requirements.
• Ability to interact professionally with a diverse group of people, all levels within the organization such as executives, managers, and subject matter experts.
• High levels of computer literacy in Word, Excel, Access, Power Point, Outlook and presentation skills
• Proficiency in business applications such Siebel, BSCS, POS and Oracle highly desirable