کارشناس مرکز تماس

شرایط احراز

• Job Description
• 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.

تسهیلات و مزایا

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