Complaints & Disputes Specialist Professional

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.