The main responsibilities and tasks is be solving 80% of escalated issues within the SLA, following up with other departments on customers pending issues within SLAs, creating TT’s where appropriate, ensuring closer of TT with customer satisfaction and obtaining confirmation from customers that problems are solved.You will responding to the authorised person (Admin )call/email/letters, resolving all business users first level complaints type:1. B2B Mobile related complaints:• Mobile Internet• Mobile Voice• Mobile Data• Mobile Value Added Services 2. B2B Fix related complaints:• Fixed Voice• Fixed Internet• Fixed Data• BundlesYour responsibilities also include:• Seeking to continuously improve our processes, products, services, systems and environment• Collaborating with Team Leaders to drive a better performance against daily, weekly and monthly KPIs .• Taking immediate decisions when large numbers of customers are affected• Assisting Team Leaders with communications with NOC and other technical agencies about major customer-affecting issues• Assisting with calling back customers that have pending issues and updating them on progress• Working to a schedule that provides support to operational teams on a 24 / 7 basis if required• Performing handovers of Customers issues with other Specialists

Used to solve customers issue and follow up with the concerns

Used to revise above 100 calls daily, worked in different shift's ,