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Job Description
- 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 Care 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 training….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
Job Requirements
- Bachelor's degree from a recognized university
- 0-2 years of experience in the same function
- 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
