• Protect UA Telecom's values by keeping information & data confidential.
• Track all UCRM tickets and handle complaints, provide appropriate solutions and alternatives within the time limit and keep in touch until an opened ticket is closed.
• Update customer records & contracts like; new contracts, expired contracts, amendment and contract extension on monthly base, including Business License, Tazkira & Photo ID Cards.
• Encourages customers to complete surveys quarterly and prepare the whole report of each individual customers and pitch ideas for improving customer care & services.
• Control customer turnover & answer customer’s inquiries via phone, email or in person.
• Develop Customer’s Life Cycle and generate leads from current resources and customers.
• Keep updated UCRM with accurate customer’s details on daily base.
• Keep updated collection/ billing team on new or current customer’s payable accounts or extra charges and reconcile receivables of customers at beginning of each billing month.
• Up-to date with customer’s all sort of queries or requirements whether it is termination, suspension, discount, receivables or technical issues.
• Control customer turnover & customer retention.
• Maintaining and develop relationship with actual and new customers
• Manage large amount of incoming calls and emails on daily base
• Generate sales leads from current actual customers
• Resell to the existing & terminated customers.
• Inform and keep in touch with customers in case of any technical crises
• Follow up on every issue and ensure complete satisfaction and maximum utilization of the internet services sold to customers.
• Able to offer ideas and insight to solve customers’ issues and challenges
• Working closely with all departments to ensure the CRM works effectively for all aspects of the company and customers.