First Class Call Center Representative

Purpose of the job
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.
Duties and responsibilities
* 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 Initiativesetc).
* 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 SLAs.
* Escalate problems, report suspected fraud and provides relevant feedback to the right channels.
Job specification
Education
* Bachelor's degree from a recognized university.
Experience.
* Minimum ‎0-‎2 years of experience in the same function.
Skills and abilities
* 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.
* Maximum age is ‎28
Additional Information
Working conditions :
* Rotational Shift basis ‎8 hours including ‎1 hour break
* Males: work on night shifts & Overnight shift .
* Females: Maximum till ‎10 PM during winter and till ‎11 PM during summer
Days Off: ‎2 consecutive days, excluding the weekends. Accepted candidates
will attend an induction (training before login)
Location : Nile City
Offer includes:
* Attractive salary
* Medical and Social Insurance
* Mobile Line


Contract

Regular