SR. SMB Back Office Executive

Location:

Experience : 5 - 8 Years

The SMB Back Office (Profiling Team) is responsible for ensuring accurate and efficient profiling, order processing, and service request (SR) management for small and medium business customers. This role focuses on maintaining data integrity, ensuring compliance with Etisalat s standards, and supporting internal teams to deliver seamless customer experiences.

• 
  

  Collaborate with cross-functional teams to understand profiling needs and objectives.



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  Ensure accuracy, consistency, and integrity of customer and service data throughout the profiling process.



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  Maintain strict confidentiality and adhere to data protection and security policies.



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  Implement quality checks at every stage of the profiling process to ensure data reliability.



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  Follow standardized data entry and processing protocols in compliance with Etisalat s guidelines.



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  Conduct periodic reviews to ensure adherence to established operational and quality standards.

1. 
   

   Analyze customer orders (ORDs) and create corresponding Service Requests (SRs) in line with defined business rules and requirements.



2. 
   

   Ensure all SR entries are accurate and compliant with Etisalat s operational standards and regulatory policies.



3. 
   

   Enhance customer satisfaction by maintaining high accuracy levels in order and SR processing within BCRM systems.



4. 
   

   Manage and resolve escalations promptly, providing complete and accurate feedback to stakeholders.



5. 
   

   Continuously monitor SR progress, ensuring achievement of key performance indicators (KPIs).



6. 
   

   Minimize processing errors and disputes, and provide clear justifications or corrective feedback when required.



7. 
   

   Support other back-office or order processing teams to promote collaboration, workload balancing, and backlog resolution.



8. 
   

   Maintain strong knowledge of Etisalat s products, services, processes, workflows, and systems (BCRM and related tools).



9. 
   

   Ensure all activities are conducted in strict compliance with Etisalat s internal policies and quality standards.



10. 
    

    Collaborate with stakeholders to drive improvements in operational efficiency and customer satisfaction.



11. 
    

    Perform any other related duties as assigned to support business objectives.

• 
  

  3 5 years of relevant experience in back-office operations, service request processing, or telecom business support roles.

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  Strong attention to detail and data accuracy.



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  Excellent organizational and multitasking skills.



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  Proficiency in CRM tools, preferably BCRM.



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  Good communication and coordination abilities.



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  Ability to work under pressure and meet tight deadlines.



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  Team-oriented with a proactive approach to issue resolution.



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  Strong understanding of telecom products and service operations.