Officer/ Technical Officer - Retail Complaint Resolution
Customer Service / Public Relations / Call Center
About the Employer
Job Description
Officer/ Technical Officer - Retail Complaint Resolution
The Job
This position is responsible for handling and resolving technical complaints received by the Customer Resolution Centre, ensuring alignment with the company’s service standards. The role focuses on providing effective resolutions to complaints raised by any Dialog customer, within the defined Service Level Agreements (SLAs).
Key responsibilities include adhering to complaint management processes related to existing and newly deployed technologies and services across Dialog business units.
- Attend to customer complaints promptly, ensuring resolution within the agreed SLA timeframe, to deliver speedy and effective service.
- Adhere to the complaint resolution standards and protocols established by DBS, upholding the organization's service quality benchmarks.
- Follow complaint management processes as guided by the supervisor or operations manager to ensure accurate and timely resolutions within SLA.
- Escalate and coordinate with specialized divisions (e.g., Core & Access Network Operations, Charging System Operations) to obtain necessary support for resolving complex issues and minimizing service disruptions.
- Collaborate with staff from other divisions when a collaborative effort is needed to resolve customer issues effectively.
- Support and participate in special internal projects initiated within the division, helping to drive progress toward project objectives.
- Prepare analytical reports as requested by management to aid in decision-making related to specific network issues or complaint resolution trends.
The Profile
- Possesses an Advanced Diploma from City & Guilds and/or a qualification such as HNDE, NDT, NDES, NVQ/IVQ Level 5, or an equivalent qualification from a recognized university.
- Any professional experience in customer service or other related field would be an added advantage.
- A strong team player with excellent communication skills.
If you feel that your profile matches with this role: Please email your cv to [email protected] including the title of this job role in subject of the email.
