Data ManagementChurn ManagementCustomers' Interaction Management- Phone, Email, App, Web/Live Chat, Social Media.

• Generate and distribute periodic contact centre reports in accurate and timely manner.• Analyze business information to identify current levels of improvements • Analyze trend for complaints and enquiries periodically.• Analyze trend of vehicle breakdowns, types, vehicles, captains(drivers), routes periodically.• Analyze service failure and recovery process for all customer touch points.• Develop MIS system for customer management and internal communication.• Provide strong reporting and analytical information support to management team.• Understand customer problems and provide appropriate technical solutions.• Generate Contact Centre Book-On-Hold Report.

• Provides full and final resolution of moderately complex escalated customer service concerns, responding to customer service requests in a timely and accurate manner while demonstrating a high level of customer service empathy, professionalism and respect. • Implements innovative solutions to escalated customer requests and may also handle inbound calls and initiate outbound calls to relevant business partners to resolve moderately complex issues. • Creatively engages and partners with operations business units to deliver appropriate solutions to customer service concerns. • Effectively prioritizes competing customer and business partner inquiries. • May assist Division or Customer Resource Center Customer Service Representatives to resolve customer service issues. • Effectively responds to customer requests including, but not limited to, service changes, contract billing and equipment issues, and may involve cross-functional assistance to investigate and resolve matters. • Returns all internal/external calls, emails, and faxes with urgency, ensuring that customers’ concerns are understood and resolution is clearly explained. • Logs and records information about customer support interactions by inputting information into Company systems and updating information in a timely and accurate manner. • Enters service and route data into computer for billing and route scheduling purposes, as necessary. • Exemplifies high levels of quality, productivity and efficiency in a manner consistent with continuous quality improvement. • May assist with developing action plans with Customer Experience management to resolve issues and build and refine effective processes. • Performs trend and root-cause analysis on service issues and contributes to cross-functional action plans to address. • Performs other job-related duties as assigned or apparent.

Conduct research on current trends in the delivery of data services, monitor related developments in the telecommunications industry and proffer suggestions on relevant innovations to the Manager, Product Development Voice & Data. Assist in the development of propositions for data related products/services, including roadmaps and product support solutions.

Ensured the customers' specifications met both local and international standards.

* Sales of company's products.* Documentation and Report of activities.* Organisation of clinic meetings.