:Role Title: Bilingual (Arabic & English) Contact Centre Agents-Level 1 EscalationsIndustry: TelecomLocation: DubaiRole Type: Full Time, Outsourced, Long TermResponsibilities:\xc2\xb7 Take ownership of service tickets, referring unresolved queries for further action as necessary by following a pre-defined escalation process by engaging internal and external stake holders.\xc2\xb7 Maintain customer services standards by responding to all customer requests, inquiries and complaints promptly received through customer servicing channels and applying best practice in customer complaint handling.\xc2\xb7 Attend, participate in stakeholder meetings specific to TDRA Customer Happiness and Regulatory and Compliance covering Mobile Number Portability\xc2\xb7 Have an excellent understanding of the telco complaints procedure/process to ensure the appropriate action is been taken to resolve customer complaints.\xc2\xb7 To adhere to RRMC. V2 in the review of validating and processing of documents specific to mobile service activations\xc2\xb7 Processing the Port-out requests and ensuring all guidelines are followed from TDRA while doing the same.\xc2\xb7 Point of contact for level 1 escalation raised to TDRA and ensuring correct process is followed while delivering the resolution.\xc2\xb7 Point of contact for level 1 escalations received from other mobile operators within the UAE related to MNP issues.\xc2\xb7 Point of contact for OMNI channel to support on the issues related to MNP, activation and payments.\xc2\xb7 Provide clear and concise responses to all MNP enquires, customer complaints and enquiries received from various channels and ensures all information is accurate in response to the customer.\xc2\xb7 Provide operational updates and training specific to changes on policy and procedures related to TDRA Customer Happiness and Regulatory & Compliance.\xc2\xb7 Executive Complaint Management, where complaints from the executive leadership team and EITC are managed end to end, providing resolution updates to all identified stakeholders, including the affected customerRequirementsRequirements:\xc2\xb7 College Diploma or equivalent\xc2\xb7 Minimum 2 years experience in contact centre environment\xc2\xb7 Strong writing and verbal communication skills along with results-driven approachBenefitsVisa and Medical Insurance

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