Sr. Specialist, First Class Call Center

About the role

Handle all the inquiries, requests and complaints of the customers which are
received via inbound/outbound calls of the call center. Handle the received
calls within the quality standards of the company to maintain company image,
and to up-sell the products and services to maximize revenues.

About you

Education
* Bachelor's degree from a recognized university.
Experience
* Minimum ‎0-‎2 years of experience in the same function.

Skills

• Very good English both spoken and written.


• Very good computer skills.


• Strong Customer Orientation.


• Strong communication, listening & interpersonal skills.


• Flexibility & ability to work in a team.


• Self-confident with professional behavior & attitude.


• High sense of time management.

Additional information

• Job Nature: Shift basis


• Days off: ‎2 Consecutive days


• Working hours: ‎8 hours including ‎1 hour break


• Location: Nile City

Department

Customer Care

• Handle all incoming/outgoing calls of the call center.


• Provide follow up, occasional campaigns and call backs blended with normal inbound calls.


• Provide best possible service to both external and internal customers to achieve highest level of customer satisfaction.


• Handle and solve all inquiries, requests and complaints received via all channels available (phone, fax, e-mail and …etc.)


• Communicate with other Customer Service sub-divisions to answer all relevant customer inquiries (e.g. Credit, Customer Support and Activation, Outbound & Save Initiatives…etc).


• Communicate with other departments all relevant customer inquiries if applicable.


• Achieve the requested staffed time on a daily basis to minimize lost call rate.


• Provide proper information to customers with complete and comprehensive understanding of Orange products and services.


• Fully understand and adhere to company policies and procedures that generate personal and professional credibility and trust.


• Respect and apply company vision, mission and values.


• Fully understand both individual and company objectives, and work on achieving them effectively and efficiently.


• Use available methods and tools to develop own skills.


• Use the available tools and systems to provide the correct information to customers (applications, intranet briefings, attending trainings….etc).


• Keep up-to-date with all the services and products provided by Orange.


• Resolve all customer complaints, requests and inquiries within the pre-determined SLA's.


• Escalate problems, report suspected fraud and provides relevant feedback to the right channels.

Contract

Regular