Job closed
Ref: HP332-272
Job description / Role
The purpose of this position is to provide support and coordinate the consumer mobile and fixed product launches and associated projects and activities.
- Project activities - Review, test the products, preparing the work instructions and reports, support the roll out and validate the post deployment activities.
- Customer handling - Monitor the end-to-end provisioning process, handling escalations, queries, customer mapping and recruitment on the program.
- Customer Experience - Ensure that the du services are provided according to the agreed timelines, quality, approved SLAs and targets are achieved. Proactively identify all problems impacting customers as well as actively generate and execute initiatives in order to minimize escalations and improve overall customer satisfaction.
A critical part of the role holder's position is to co-ordinate with and act as an optimizer to other internal departments (mainly PMO/Marketing/Technology) in order to achieve quick turnaround on problem resolutions as well as meet the customer experience goals set for the business area.
Requirements
- Minimum Bachelor degree or similar in a relevant field
- Minimum 5 years of experience in a similar role in telecom industry
- Good understanding of problem management, analysis and reporting
Knowledge and skills:
- Strong communication, teamwork and negotiation skills.
- Innovative and customer-focussed problem-solving skills.
- Ability to conduct test and configuration on various Telecommunication & IT devices
- Knowledgeable on latest information and development of telecommunication technology
- Presentable & approachable with positive attitude
- Willing to travel meeting customers when required
- Able to work under stressful environment
- Expert in MS Office
- Excellent Analytical Skills
- Good attention to details
About the Company
du is the new telecommunication services provider in the UAE. We are an integrated service provider offering voice, data, video and content services over fixed and mobile networks to residential and business customers.
du has three broad target segments:
Consumers: Focusing on individuals and households by offering mobile and fixed voice calling, Internet, data services and television. Businesses: Focusing on small to very large corporations and government agencies by offering integrated fixed and mobile business solutions including voice, data, content and applications as well as professional services.
Carriers: Focusing on providing carrier, international data networks and wholesale services to international operators, multinational corporations and telecom carriers.
The needs of our customers are our primary focus. Our aim is to provide new and innovative services that deliver a better customer experience.