Back Office Agent - Enterprise Channel Operations

Key Responsibilities

• Managing assigned activities from designated tools related to activation and modification requests.
• Verifying the creation of accounts under customer names by ensuring all required documentation is present, including application forms, valid IDs, residence visas, tenancy contracts, NOC/authorization letters, and other mandatory documents depending on request type.
• Cross-checking authorized persons and customer data against existing system records and submitted documents.
• Carrying out activation or modification accurately per assigned activities by ensuring full and correct description of customer requests and that all necessary documents are attached prior to activation.
• Executing activation or modification orders using information from activity descriptions and performing verification calls to customers when required.
• Confirming completion of requests to respective teams via email with supporting details such as account numbers, work order numbers, and site schedule dates.
• Updating tracking tools and CRM systems with relevant information regarding fulfilled orders; ensuring modifications and additional actions are recorded and requests closed once resolved.
• Coordinating and following up with ITCRM, GIS, and CSM teams by raising tickets for technical, server, or network issues encountered during service execution and ensuring fulfillment within SLA timelines. This includes updating customer account addresses in GIS to improve service experience.
• Requesting urgent installations through escalation to the Customer Service Management team when necessary.
• Ensuring strict adherence to all company policies and procedures including contact center and financial guidelines.
• Regularly reviewing and refreshing existing processes by introducing updated workflows and policies to maintain accuracy, quality, and operational efficiency when handling customer requests.

Qualifications and Experience

• Diploma or degree in Management Information Systems or an equivalent field.
• A minimum of 2 years of professional experience in back office operations or retail operations.
• Experience in call center or retail settings is preferred.

Skills and Competencies

• Highly self-motivated with strong drive, initiative, and focus on achieving results.
• Flexibility and creativity in adapting to dynamic and pressured work environments.
• Excellent verbal and written communication skills coupled with the ability to analyze data and anticipate full implications of decisions (A to Z thinking).
• Robust analytical capabilities and product management knowledge, especially interpreting business customer needs and translating them into operational and application requirements.
• Ability to professionally engage with diverse internal stakeholders at various levels, including executives, managers, and subject experts.
• Advanced computer proficiency in Microsoft Word, Excel, Access, PowerPoint, Outlook, and presentation tools.
• Knowledge and experience with business applications such as Siebel, BSCS, POS, and Oracle is highly desirable.