صراحة – فيصل القحطاني : تعلن شركة الاتصالات السعودية عن توفر وظيفة إدارية شاغرة بمسمى محلل عمليات خدمات العملاء (Customer Service Operations Analyst) لحديثي التخرج (رجال) عبر برنامج اكتساب المواهب (TIP) المنتهي بالتوظيف
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Program
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Talent Incubation Program (TIP) is one of the valuable development programs that aims to attract fresh graduates to join STC, with the objective to; develop their competencies, practically on-board them and have multiple tracks/development plans.
- Program Features:
- Consists of five development tracks (HR, Operation Management, Financial Management, Commercial/Business, and Technology).
- Competitive rewards and benefits package.
- Collaboration development with STC partners locally & globally.
- On the job training and field visits to different departments and sectors.
- Advanced courses and professional accredited certificates.
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| Position Title |
- Customer Service Operation Analyst
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Sector
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| Job Location |
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| Job Purpose |
- Jobs at this level are responsible for ensuring efficient services to STC customers, through effective supervision of customer query/issue resolution activities. Also, they are responsible for providing technical expertise and managing STC’s customer accounts and billing and collection activities.
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Key Responsibilities
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- Supervise day-to-day customer services and operations within a specified scope, by providing guidance on related work processes.
- Resolve non – routine queries for various categories of customer accounts and responds to customer complaints by either solving the issue or escalating it to concerned authority.
- Assist in activities like sales order and its integrity, service order and its authenticity, increasing sales order delivery success rates, raising recommendations on improving sales order and others as needed.
- Assist in solving issues like missed service orders, system performance and bottlenecks, and collecting data points from related stakeholders.
- Assist in different opportunities like outgoing traffic, cost reduction, and revenue increase.
- Assist in implementation of implementation of agreements and billing requirements in the systems.
- Assist in the development of billing and settlements system enhancement initiatives in coordination with relevant stakeholders and Technology Support.
- Assist in managing and correcting failed activation via available sources including manual intervention, provide technical assistance and ensure issue resolution, and develop systems preventive maintenance guidelines.
- Supervise the complaint management process in order to ensure that all customer complaints are recorded and handled as per the prescribed timelines and quality standards.
- Supervise work activities for additional customer needs and ensures effective sales, in line with customer requirements.
- Handle all inbound and outbound calls for all products and services.
- Supervise day-to-day billing and collection operations within a specified scope, by providing guidance on related work processes.
- Resolve escalated billing queries and complaints by analysing risks involved and suggesting acceptable and workable solutions, in compliance with STC’s standards.
- Supervise the collection team and ensures collection of the billed amount as per agreed timelines.
- Support team in cases of unresolved customer queries and devises relevant action plans to address the issue, as per management guidance.
- Support concerned section managers in supervising and motivating representatives in achieving their goals.
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Qualifications/
Certification
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- Bachelor’s degree in Business Administration, MIS, Information Technology
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Required
Experience
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- 0 – 1 year of experience in the customer service, customer care, and telecommunication industry.
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Desired Skills & Knowledge
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- Basic proficiency in data collection and analysis
- Intermediate proficiency in reporting skills
- Intermediate proficiency in relevant billing software/tools
- Intermediate proficiency in Customer Relationship Management
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Language
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- Arabic: Advanced
- English: Advanced
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