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
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