·         To have active collaboration with CR business to achieve Customer Care / Experience improvement projects/campaigns.
·         To encourage customers to use all digital & online channels including Self-care, social Medias to decrease call center contact rate.
·         To implement telesales / upsell / cross sell techniques considering assigned targets and approved PPPs.
·         To support company subscribers’ queries, comments, issues, and questions received through on-line and digital channels based on MTN Irancell Customer Relationship PPPs’ and agreed SLAs/Team Targets.
·         To analyze received customer queries, raise related log and escalate them to related teams based on CR standards.
·         To offer new services /product (upselling/cross selling) to the customers in order to achieve CR sells targets,
·         To encourage subscribers to use digital/social media based solutions according to CR approach in order to increase availability of services and decrease contact rate.
·         To constantly review and stay up to date on CR processes to handle subscribers’ issues.
·         To ensure all received feedback from different channels like CLF team, CR QA and supervisor is seen on future work activities on both soft skill and knowledge area.
To refer unsolved queries and major issues received to CR Back office / Online and Digital Channel Customer Care Supervisor based on the policy.