Erfan Arafat

Technical Responsibilities:

• Provide technical (Help Desk) support to customer care.
• Advise and help implementation of technology.
• Develop & create process documentation.
• Work closely with other departments for collaborating IT tasks & projects.
• Train staff and stakeholders on technical issues.
• Analyze complex computer systems, and identify problems.
• Develop & implement logical conclusions and effective solutions.
• Improve & recommend cost effective technical system improvements.
• Redirect problems to appropriate resource.
• Provide operation & troubleshooting information based on customer specifications.
• Handle Mobile Number Portability & SIM Replacement for customers.
• Work on Omantel's/Ooredoo OTA system.
• Perform time management and scheduling functions, meet deadlines, and set project priorities, including following up on such functions or projects.

Customer Care Key Responsibilities:

• Closing and resolving trouble tickets with 100% resolution.
• Participate in development of customer care training programs.
• Accommodate customer requirements by recommending devices and techniques.
• Improves system performance by identifying problems; recommending changes.
• Identify and implement areas for improvement to ensure improved service quality and best practice delivery.
• Ensure that end user organizations receive appropriate and timely reporting as required by documented agreement.
• Support end user organizations with planning, implementation and review of Major Incidents, Special Events & Disaster Recovery plans to ensure that operations team provide level of support that fully meets expectations.

Customer Care Operational Responsibilities:

• Maintain performance in accordance with departmental guidelines to ensure the highest level of quality for customers.
• Actively appreciate and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
• Set high standards of performance for self; assuming responsibility and accountability for successfully completing projects or tasks.
• Focus and guide team members in accomplishing work objectives.
• Contribute to developing upbeat and supportive culture.
• Liaise communication of quality gaps to Supervisors.
• Define call handling standards and call scripts.
• Prepare and analyze internal and external quality reports communicate and manage schedules of customer care staff with aim to meet customer needs.
• NPS (Customer Satisfaction).
• FCR (first call resolution).
• Inbound/Outbound Campaign analyzing and reporting.
• Outbound Survey analyzing and reporting.
• Monitor standard of all customer contacts; calls, emails, social media, live chat, as well customer documentations.
• Integrated Salesforce CRM and other customer relationship management software into support operations.
• Evaluated and responded to incoming sales leads and requests for technical support assistance.

Key Responsibilities:

• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on efficiency of customer service process.
• Provide accurate, valid and complete information by using right methods/tools – First Call Resolution.
• Handle customer complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines and policies
• Take extra mile to engage customers.
• Maintain accurate and current customer account data with manual forms processing and digital information updates.
• Help large volume of customers every day with positive attitude and focus on customer satisfaction.
• Explain charges, fees, terms of sales and service agreements to over 100+ customers daily.
• Build long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
• Educate clients on account services and resolved client inquiries regarding statement information and account balances.