To support company subscribers’ queries, comments, issues, and questions received through all channels based on MTNIrancell Customer Relationship PPPs’ and agreed SLAs/Team Targets and liaise with internal subject matter experts as required to ensure superior customer experience.To encourage customers to use digital and online channels, including Self-service and social media to decrease call center contact rate.To collect customer needs through asking open-ended questions, analyze received customer queries, raise related logs, and escalate them to related teams based on CR standards.To offer new services/products to the customers as per process.To increase the digital transformation rate, encourage subscribers to use digital/social media-based solutions according to the CR approach.To maintain an up-to-date knowledge of company products, CR processes, and sales and marketing promotions to effectively communicate with customers, describe products and services in detail, and provide feedback to QA, supervisor, and CLF to ultimately improve customer experience.To refer unsolved queries and major issues received to CR technical support team and Omni-Channel Contact Center Supervisor based on the policy.To support the team through all channels including call and online chats to enhance customer support and help to achieve assigned targets to the team.