• Diligently and attentively listening to customers needs, request, queries, observations, complaints and proffering solutions to their problems generally.• Use winning attitude in professionally handling customers' complaint• Track customers/subscriber’s request, manage support issues from initial contact through successful resolution and provide customers efficient service that ensures satisfaction.• Ensures efficient customers service processes, assign, manage and resolve supports incidents successfully with automatic routing, queuing and escalation of service requests, along with case management, communications tracking and auto-response e-mail (Portal)• Understanding customers needs, send cases to a waiting-the-queue, where they can be easily accessed by individuals and teams.• Resolve subscriber’s concerns in real time, using the complain tracker basic solution that contains relevant articles and giving necessary feed-backs.• Share information easily, identify top customers/subscribers and prioritizes service needs with a complete view of accounts, including recharge/call history and other information as well as support information.• Migration of existing numbers to various tariff /data plans on phones as requested by subscriber’s using the Leap Plus and Comverse Advanced Telecommunication Management Software • Specifically picking in-bound calls and occasionally making out-bound calls to some selected customers as the case may be.• Dealing with general vouchers concern / providing instant first call resolution to over-scratched cards complaints both on the Leap Plus and on the Comverse Advanced Telecommunication Management Software (Kenan Fx).• Prepares shift schedule for call agents• Attending to customers mails• Supervising and coordinating activities of call/contact agents

Supervising and coordinating activities of transcribers, editors and coders; editing transcribers’ transcripts and preparing the code frame for quantitative research jobs; Liaising with the research executive(s) and field coordinators on both qualitative and quantitative research project(s) implementation.

Note taking; Transcribing and proof reading of transcripts; Content analysis of transcripts; Editing and coding of questionnaires; Developing code frame; General collation and appending of column; Supervisory activities.