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Interim - Partner Support Agent
at BASE in Woluwe (Headquarter)
Context of the job
Partner Support is part of the Business Sales team. Every support team in Business Sales is specialised in an area of customer service and consequently has own tools, software support and procedures.
Partner Support gives support to all ported-in customers from Partners and mainly deals with:
• The Mobile Number Portability process.
• Commercial, operational and administrative support on information, inquiries and general issues.
Key accountabilities
To provide help for all customer requests and inquiries in an customer friendly way by:
• Giving support to Partners and answering requests.
• Analyzing all requests and providing adequate solutions.
• Reinforcing the Partner relationship and becoming the trusted advisor.
• PRF Handling, validation of port-in requests.
• Handling issues faced during porting process, via investigations with the systems, inter-operator contact and outbound calls to customers.
• Handling all mails from Partners requesting MNP and activation.
• Escalation of all technical issues to 3rd line support (Expertdesk).
• Management of new contracts and requests for new activations, MNP and migrations.
• Management of the number reservation process for Partners.
To achieve established objectives by:
• Working in close liaison with colleagues to ensure that service delivery to the customer is of the highest standard, allowing both individual and department targets to be reached; giving support to colleagues.
• Working in accordance with quality standards, procedures and work instructions.
• Ensuring good professional communication with other departmental and related services.
• Reporting any procedural issues and problems to the management; giving positive ideas and suggestions to optimise service offered and work process.
• Performing any other duties as requested by the management.
The individual
• A minimum secondary level degree.
• A first experience in an administrative or commercial support role.
• Ability to operate in English, Dutch and French.
• Good knowledge of the MS Office tools.
Published at 25-07-2010
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