Back Office Agent - Ent Channel Ops

About the Role / About the Job
This position involves managing and executing various customer requests related to account activations and modifications. The role requires thorough verification of customer documents, ensuring compliance with internal policies and procedures, and effective communication with both customers and internal teams. Timely updates and follow-ups are crucial for maintaining service levels and enhancing overall customer experience.

Key Accountabilities

• Assigning Activities:

  • Activation / Modification - Verifying the following:
    • Account creation under Customer’s Name and checking the availability of all necessary documents such as Application forms, Valid IDs, Residence visa, Tenancy Contract, and NOC/Authorization if required based on the type of request.
    • Cross-verifying the Authorized person and other customer information in existing system records with the issued documents.

• Activation / Modification Execution:

  • Ensure the correct and complete description of the customer’s request and other details from the Activity. Ensure that the necessary documents are attached before activation.
  • Execute the activation or modification requests based on the requirements and information provided in the Activity description, including a verification call to the customer.

• Confirmation and Communication:

  • Confirm request fulfillment to the concerned team through email, attaching the details of the request such as account number, Work order number, and Site schedule date.

• Updating the Tracker and CRM:

  • Update the Tracker and the CRM with the information related to the fulfilled order and leave the queue to the concerned group. Capture further actions and modifications on the request in the Tracker and CRM, closing them once all pending issues have been resolved.

• Coordination and Follow-up:

  • ITCRM / GIS / CSM:
    • Raise TTs for technical/server/network issues encountered during service execution with appropriate information and documents; follow up to ensure requests are fulfilled within stipulated SLAs. Ensure the address is accurately added to the customer account (GIS) to avoid negative customer experiences.
    • Request urgent installations for escalated issues to the CSM team.

• Policy and Procedure Compliance:

  • Ensure adherence to policies and procedures, including compliance with Contact Centre policies, financial policies, and procedures.

• Process Improvement:

  • Refresh old processes with proper work instructions and update new processes and policies to clarify business rules and enhance the accuracy, quality, and efficiency of processing customer requests.

Qualifications:

• Diploma or Degree holder in Management Information Systems or equivalent.

Experience:

• Minimum 2 years of experience in Back office Operations or Retail Operations.
• Experience in 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 anticipate consequences.
• Strong analytical and product management skills, with a comprehensive understanding of interpreting customer’s business needs and translating them into operational requirements.
• Ability to interact professionally with a diverse group at all levels within the organization, including executives, managers, and subject matter experts.
• High levels of computer literacy in Word, Excel, Access, PowerPoint, Outlook, and presentation skills.
• Proficiency in business applications such as Siebel, BSCS, POS, and Oracle is highly desirable.