The purpose of this position is to release & track mobile numbers lifecycle, to highlight any gaps/defects in the mobile numbers lifecycle and to ensure proper distribution of numbers into different pools. This position is also responsible for ensuring all requests are handled within agreed SLA, including weekends and public holidays. Role holders should be aware of related business policies and processes, ensuring compliance within their responsibilities, and may be required to work on shifts. The role involves managing queries and requests within established guidelines, with exceptions escalated to the second line of authority, making decisions within pre-approved practices and scripts.
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Job Description
- Perform mobile number management daily operations.
- Monitor numbers availability across all sales channels.
- Categorize and maintain the company Mobile numbers (metallic & non-metallic).
- Monitor and advise on resolving second level escalated customer cases for mobile numbers disputes.
- Prepare periodic reports on numbers released with or without commitment.
- Ensure all numbers are released per policy and business rules.
- Investigate metallic numbers related to fraudulent cases.
- Maintain proactive, dynamic, and effective communication with all stakeholders.
- Offer flexible and helpful customer service to maintain high customer satisfaction levels.
- Support and coordinate with all channels to identify and fulfill customer requirements.
- Contribute to team efforts by accomplishing related results as needed.
- Ensure compliance with approved policies, procedures, and standards.
- Review numbering reports and highlight any discrepancies.
Requirements
- Minimum Bachelor’s degree in Business Administration or relevant field.
- Minimum 3-5 years of relevant experience in a customer representative/contact center in the telecom industry.
- Good understanding of VIP clients’ needs and sensitivity around VIP data.
- Excellent managerial and communication skills.
- Ability to multi-task and strong problem-solving capabilities.
- Strong customer focus.
