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Technical Support Customer Service Agent

Etisalat Egypt 2
Maadi, Cairo
Posted 4 years ago
445Applicants for20 open positions
  • 13Viewed
  • 3In Consideration
  • 3Not Selected
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Job Details

Experience Needed:
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Job Description

  • Responds to customer queries (inbound and outbound) in a friendly, professional and supportive way
  • Ensures compliance with agreed KPIs
  • Demonstrates politeness, poise, dignity and emotional maturity in handling calls; handles difficult cases with required frequency and quality
  • Deals with enquiries independently taking ownership for the issue until a satisfactory outcome has been reached for the customer
  • Identifies the nature of customer’s enquiry and offers him all possible help in quickest possible time using technical knowledge and data seeking capabilities
  • Cleary communicates reasons for concerns/ issues to the customer and maintains contact
  • Forwards more sophisticated/ complex questions/ requests (e.g. ITSD, Complaint Management) to Second Level for further escalation.
  • Escalates customer issues to Team Leader or Complaints Team if a satisfactory outcome for the customer cannot be achieved via standard procedures
  • Keeps records on all customer requests in order to ensure reliable and timely tracking of customer requests
  • Ensure positive corporate image ensuring compliance with Etisalat’s policies, procedures and guidelines

Job Requirements

  • Excellent English Speaker
  • University Degree only
  • Males only
  • Excellent Communication skills

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