Christeen Isaac Michael

Ensure that all required reports are received from IT to organize daily work.

2. Analyze accounts prior to determining their category, and consequently the type of action as per established procedures.

3. Adapt the course of dunning action to the circumstances recommending alternative means of debt recovery.

4. Contact customers to obtain payment commitments in a professional and customer sensitive way, reducing where possible the risk of credit churn.

5. Act as a help point and reference to other sub-departments members.

6. Communicate/coordinate with other departments in case any case resolution is required.

7. Control the receipt of payments following promises obtained, or as a daily routine activity.

8. Initiate claims paid researches, using payment details obtained from contacts with customers.

9. Educate customers, as well as promoting automatic and trouble free payment methods (direct debits on bank accounts or credit cards).

10. Recommend the immediate referral to legal actions.

11. Control out of pattern spending accounts (OOPS) and high exposure accounts to minimize risk to the company.

12. Escalate problems, report suspected fraud and provides relevant feedback to the right channels.

• Handle all the First Class, prepaid and postpaid Vas, data and wrongfully charged complaints assigned from the customers.
• Interface departments as well as those complaints received from other channels such as Webmaster, NTRA, and CPA, social media, etc., to maintain problem resolution within timely manner to meet customers' expectations and increase customer satisfaction.
• Handle the Point Scheme complaints related to redemption actions and disputes for the prepaid special loyalty program.
• Detect any global problem that might impact customer experience by opening trouble ticket to trigger customers.
• Collaborate with CRM Process and Enhancement team to enhance customer experience, along with suggesting new ideas and recommendations to enhance daily workflow.
• Coordinate with other departments to ensure timely customers complaints resolution, Technology, service desk, Billing Team, marketing, Legal, etc. related to redemption actions and disputes for the prepaid special loyalty program.

• Validate tax exemptions with Finance and implement it on the billing system.
• Manage non-Registered payments disputes and post the amount paid to the billing system once the transaction is validated.
• Responsible for compliant handling for the newly activated and/or migrated accounts to act proactively to avoid any customers dissatisfaction due to wrong charges.
• Responsible for creating any new corporate account. Coordinate with credit to minimize risk before activation or migration.
• Coordinate with other departments (technology, complain handling, credit, sales, process, HR, Finance, Marketing and Legal) to ensure cases resolution, maintain customer satisfaction.
• Control the risk of activating potential fraudsters through blacklist checking before implementing customers' requests to minimize the risk of involuntary churners.
• Analyze rejected prospects due to blacklist to decide whether to activate or to reject the request based on the customer profile and/or submitted documents.
• Analyze all customers' requests starting from eligible products and services, submitted data and ability to pay documents to take the decision whether to activate or reject the requests.
• Maintain full awareness of all Orange products and services details to act as interface and source of info for all sales channels (Franchise, Authorized agents, Vans, etc.).
• Process all activation and migration request received via Corporate sales, Shops, Authorized Agents, Franchise and the Contact Persons.
• Manage the bulk activation process through validating the data received, formatting the file to be uploaded on the mass action tools and communicating with technology, following up on the execution of the requests.
• Propose solutions to repetitive issues to the higher management. Implement all needed actions received from all sales channels regarding customers' requests (Activation, Migration and Account Modifications) based on established processes and procedures.
• Use available methods and tools to develop own skills.
• Report suspected fraud and provide relevant feedback to the right channels.
• Handle Call Center new inductions to ensure clear activation scope understanding.
• Handling Mass-Tool Requests, Rejections, Failure & IT Follow Up.
• Handling Leased Line, WIFI & Cloud Requests.

1. Create any new corporate account and analyze all customers requests starting from eligible products and services, submitted data and ability to pay documents to take the decision whether to activate or reject the requests.

2. Process all activation and migration request received via Corporate sales, Shops, Authorized Agents, Franchise and the Contact Persons based on established processes and procedures.

3. Achieve the bulk activation process through validating the data received, formatting the file to be uploaded on the mass action tools and communicating with technology, following up on the execution of the requests.

4. Coordinate with other departments (Technology, Complaint Handling, Credit, Sales, Process, HR, Finance, Marketing and Legal) to ensure cases resolution and to maintain customer satisfaction.

5. Control the risk of activating potential fraudsters through black list checking before implementing customers requests to minimize the risk of involuntary churners.

6. Analyze rejected prospects due to black list to decide whether to activate or to reject the request based on the customer profile and /or submitted documents.

7. Adjust customers balances whenever a restructuring for the customers account is requested after doing the needed calculations.

8. Validate tax exemptions with Finance and implement it on the billing system.

9. Manage non- registered payments disputes and posting the amount paid to the billing system once the transaction is validated.

10. Handle newly activated and /or migrated accounts complaints to act proactively to avoid any customers dissatisfaction, due to wrong charges.

11. Maintain full awareness of all Mobinil products and services details to act as interface and source of information for all sales channels (Franchise, Authorized agents, Vans, etc.).

12. Propose solutions to repetitive issues to the higher management.

13. Report suspected fraud and provides relevant feedback to the right channels.

14. Handle Call Center new inductions to ensure clear activation scope understanding.

Handle all the prepaid complaints whether VAS, billing and data complaints transferred from the customers? interface departments within the quality standards of the company to maintain company image and maximize customers? satisfaction.

-Handle all prepaid Vas and Billing complaints assigned on Prepaid back office from the customers? interface departments, to maintain problem resolution within timely manner to meet customers? expectations as well as increase customer satisfaction. -Handle all the data complaints in terms of wrong charges within timely manner to maintain customer positive experience. -Handle Loyalty cases related to redemption actions, as well as any disputes related to adding points to the customers. -Handle NTRA complaints within timely manner, and provide feedback to management to be uploaded on NTRA Portal. -Handle all the prepaid complaints assigned to back office team through social medial channels (Ex: Facebook,, twitter) -Work proactive to detect any global problem that might impact customer experience in addition to availing work around for the customers for global problems. -Coordinate with other concerned departments to ensure timely customers? complaints resolution (e.g. Technology, service desk, Billing Team, marketing, Legal . . . etc.). -Provide best possible service to both external and internal customers to achieve highest level of customer satisfaction. -Inform the customer with complaint status (pending/ closed) through the available tools (ex. Phone calls, SMS?s, VRS?s, Email ..Etc.) -Communicate with other Customer Service sub-divisions to answer all relevant customer inquiries (e.g. Credit, Customer Support and Activation, Outbound & Save Initiatives, CS projects, Quality, CRM Process ?etc.). -Understand and adhere to company policies and procedures that generate personal and professional credibility and trust. -Perform all requests and actions within the predetermined SLA?s. -Respect and apply company vision, mission and values. -Understand both individual and company objectives, and work on achieving them effectively and efficiently. -Use available methods and tools to develop own skills. -Keep up-to-date with all the services and products provided by Mobinil. -Escalate problems, report suspected fraud and provides relevant feedback to the right channels. -Answer inquiries and work closely with Call Center team and Mobinil customer care to assure cascading full information and troubleshooting to solve customers? complaints, -Conduct technical training to the customer service staff to align them with all the needed trouble shooting related to customers? enquiries. -Work Closely with CRM Process and Enhancement team to enhance customer experience, along with suggesting new ideas and recommendations to increase customer satisfaction and enhance daily work flow. -Distribute daily assigned complaints from concerned entities among team members to be handled within timely manner. -Responsible for the weekly report related to all point scheme and loyalty program transactions in terms of tangible and intangible gifts, to be sent to concerned entity.