Main Responsibilities:

• To coordinate with CS Ops & finance for documentation and refund of the sale termination, live subscribers & package changes cases
• To analyze sale return cases for reason & maintain an accurate log of nationwide churn activity
• To analyze the financial adjustments and resolve as per authorizations of finance, subsequently coordinating with finance for resolution of the problem
• To ensure charging files of Warid direct debit customers are sent to finance on time
• To coordinate with correspondence for updating customer information about direct debit
• To investigate overcharging cases for prepaid & postpaid base and process rebates as per authorization
• To coordinate with engineering or IT for rectification of overcharging reasons
• To handle scratch card blocking activity & investigate disputes raised by logistics & CS channels. To maintain an accurate log of blocking activity & present to management the reasons & financial impact of these requests.
• To coordinate with IT and finance for smooth running of online payments through Warid's commercial site.

Output/Deliverables:Main scope is to build an effective channel which provides total back end support to all of the touch points of the customer (Nationwide Franchises, Business Centers and Contact Center)

Required Skills

Strong time management skills
Exceptional analytical skills
Team Player
Knowledge of trouble shooting macros and automation tools
Effective written & oral communication and interpersonal skills