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    Complaints & Disputes Specialist Professional - Riyadh, المملكة العربية السعودية - Mobily

    Mobily
    Mobily Riyadh, المملكة العربية السعودية

    تم العثور عليها في: beBee S2 SA - منذ يوم

    Mobily background
    دوام كامل
    وصف

    Job Summary

    • Mentoring/supervising the performance/responses of the CITC Complaints team (Customer Care) in resolving customers' complaints at all CITC systems levels.
    • Representing the Company before the CITC in relation to any matters related to customers' complaints (i.e. workshops, meetings, conferences).
    • Providing solutions (technical or otherwise) to close the customers' complaints in line with the CITC requirement.
    • The required role under the SLA of Management of Correspondence through the CITC Complaints and Violations Systems.
    • Securing proper responses from the customers' complaints team to the violations forwarded by the CITC's violation committee to the company.
    • Reporting the status of the CITC's violations and customers' complaints to management on weekly basis.
    • Liaise with the legal team to initiate legal actions against any improper CITC's resolution adjudicating any customer's complaint and/or penalty imposed by the CITC's Violation Committee in general.
    • Mentoring and coordinating with the external Law Firms in relation to the CITC's violations and penalties and their legal status and Mobily's position therein.
    • Reviewing and opposing to any imposed charges by the CITC due to delay in resolving any customer complaint by the Company or improper resolutions or non-fulfilment of the CITC's resolutions thereof.
    • Mentoring and ensuring fulfilment of CITC's resolutions issued in relation to customers' complaints in timely manner.
    • Supporting the customer care team, RA, and Legal in any matters related to the CITC, especially customers' complaints.
    • Other roles that may be required in relation to the CITC Law and its regulations and customers' complaints.
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