Officer

Responsibilities:
• Replies to all customer’s written or virtual communication and ensures that queries are responded to within 48 hours
• Takes ownership of the customer’s needs and provides all the support services required by the customer. Identifies and realizes pro-actively up-selling and cross-selling opportunities.
• Attends to all customer complaints, liaises with the concerned section for information and gives feedback/solution to the customer. Escalates any complex issue to the appropriate team leader and follows up the case until resolved.
• Attends to all customer inquiries through either the phone or another physical interface, relating to products and services offered by Etisalat, to the status of pending service installations or the clearance of facts as well as any general enquiry.
• Demonstrates products and service functionality to the customers.
• Conducts training for the customers in Etisalat premises and outside at the customer premises.
• Provides appropriate application forms to the customers and checks documents and customer information inputs in the form for accuracy.