Sr. Specialist, First Class Call Center

؜ - ؜مصر ؜ -

Job details

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

Job Summary

  • Advertiser: Orange
  • Announcement date: 31/08/2022
  • Type of employment: -
  • Experience level: -
  • Educational level: -
  • Salary: -
  • Phone number: -

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اللغة: العربيّة