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Call Center Advisor

Etisalat Egypt
6th of October, Giza
Posted 3 years ago
118Applicants for1 open position
  • 102Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Answer inbound calls and respond to customer requests to ensure customer satisfaction and provide superior service via phones, e-mails and faxes as a receiver and caller and follow-up on customer inquiries and complaints that is not fulfilled or resolved on queue.
  • Attend promotions, products, & services UAT's before commercial launch and send required amendments to direct manager in order to guarantee smooth launch and operation.
  • Proceed with certain exceptions according to the documented processes & procedures to reach the highest customer satisfaction and FCR target.
  • Provide quality, efficient and non-judgmental telephone customer service to internal and external customers.
  • Maintain the agreed on average handling time as defined by Contact center Management guidelines which will ensure ease of accessibility and maintain the agreed on SL.
  • Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints to ensure achieving the FCR target.
  • Build customer’s interest in the services and products offered by the company and offer cross selling and/or up selling the company’s solutions, products, & services whenever possible which will guarantee the business continuity and contribute in achieving profit share and raise up the ARPU.
  • Update the existing database with changes and the status of each customer/prospective customer whenever required and complete call logs and reports so that we have a valid reference and database for our customers to ensure proper planning & to guarantee taking the right decisions.
  • Notify the appropriate concerned person when issues or problems arise in order to take proper actions on the spot.
  • Maintain the required knowledge level of the company’s products, services, & solutions and stick to the agreed on formal information sources to ensure delivering full and accurate information to the customer.
  • Follows the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer’s data confidentiality.
  • Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the company’s financial position.
  •  Recognizes, documents and alerts the supervisor with trends of customer calls (inquires/complaints/requests) and recommend process improvements which facilitate the CC workflow, reduce cost, and delight the customers.

Job Requirements

  • University Degree is a must.
  • Very Good English
  • Minimum 2 years’ experience preferable in a telecommunication sector.
  • Area of experience: Contact center.
  • Desirable Qualifications and Experience
  • Familiarity with telephone techniques and skills.
  • Demonstrated verbal communication skills and ability to convey information clearly and effectively.
  • Ability to effectively handle multiple tasks in a fast paced environment.
  • Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.
  • Very good communication skills.
  • Very good negotiation skills.
  • Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
  • Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
  • Punctuality.
  • Dependability; to follow instructions as well as take responsibility for their actions and also keep commitments
  • Team player.
  • Ability to meet tight deadlines

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