Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate.
Investigate, research, replicate, test and resolve customer issues.
Keeping customers informed of the status of cases, providing next steps and anticipated resolution times.
Creation of development "bug reports, working with development to ensure items are completed and properly tested.
Work with customer to upgrade software, including deployment of software to test and production environments.
Prioritize, balance, multitask competing issues based on impact to end user, customer urgency, length of outstanding issue and political sensitivity.
Promote and maintain high quality, professional, service-oriented company image with customers and internal staff.
Contribute to the team and customer's knowledgebase.

Answer support queries via phone and email.
Logging of customer requests and incidents and raise corresponding support tickets within the call-logging system.
Diagnosing and rectifying issues and queries following first line fix criteria and where possible resolving at first call.
Working with senior engineers on escalated tickets and logging and escalating calls with third parties where required, ensuring communication back to the customer.
Resolution of incidents and requests into the Service Desk and ensure that incidents and requests are handled according to Service Desk SLAs Prioritize & escalate problems based on the business impact Service Desk and identify and pursue new ways to improve the efficiency and performance of the team.
Educate clients on systems and ensure change management processes are adhered to.

Customer documents verification in accordance with company policy.
Identification of wrong, forged, and fake documents to minimize and avoid potential bill defaulters, fraudsters.
Mark activations as invalid or valid based on provided documents. Contact customers regarding invalid documents and request valid ones.
Ensure policies and guidelines are being followed by internal sales team and external sales partners.
Manage the team of 10 on behalf of the manager, prepare necessary reports for Credit Control and senior management.
Improve verification and document collection process to minimize risk.

Investigation, management, monitoring and resolution of fraud and disputed accounts.
Analyze and investigate all documents, technical aspects and human factors related to fraud cases as per policies and guidelines.
Highlight all fraud and dispute cases to related parties including internal and external channels with evidence to achieve maximum resolution and recovery percentage.
Assist collections and legal team with investigation of suspected fraud cases.
Recommendation of process, procedure changes and ideas to enhance overall fraud control and risk management program.
Make reports to understand impact of fraudulent activities to SLA, customer experience and organizational goals.

Collections of Du postpaid accounts.
Contact and trace delinquent customers using different tools, strategies, and procedures to recover maximum possible amount to achieve SLA while maintaining superior customer experience.
Assist customers in finding a way to meet financial obligations without getting further behind. Specialized in recovery of higher buckets accounts to meet given targets and reducing bad debts and write offs.

Business analysis of clients to provide best possible ERP solution for integration across multiple departments
Assist software developers with technical workflow by using pseudo coding, SQL databases and queries based on client requirements.
Test new software and report bugs and improvements.
Review project status and make decisions to achieve project goals while working with project manager and clients.
Write training manuals and provide continuous after sale support.