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Telesales Advisor.

Etisalat Misr
Maadi, Cairo

Telesales Advisor.

Maadi, CairoPosted 2 months ago
248Applicants for1 open position
  • 11Viewed
  • 0In Consideration
  • 0Not Selected

Job Details

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Job Description

Description - External

Job Purpose

The Telesales Advisor responsible for assuring proper handling of customers' requests & complaints received via different channels, to maintain high level of customer satisfaction. And to meet department goals as well. Handling includes accurate analysis of request/complaint, proper tracking, respond within the agreed SL, follow up and coordination with other relevant departments until reaching case resolution.

Report To Position Name

  • Validation of customer requests/complaints.
  • Tracking of customer's requests/complaints in all available forms, hard and/or soft.
  • Handling customers' daily requests & complaints received via different channels faxes and/or e-mails effectively and efficiently.
  • Handling the above, as per agreed-upon processes & procedures. And with high level of accuracy as per performance agreement.
  • Analysis and reporting of customer's complaints
  • Reporting any identified fraud attempt with full evidence.
  • Communicate positively with all concerned departments in order to facilitate the customer's reception of the expected distinguished service. And to ensure proper cases resolution 
  • Communicating status of customer's request/complaint to customers professionally.
  • Updating the database with modifications upon customer's requests
  • Using the customer's concerns & complaints. To analyze their underlying basis and make recommendations on how to enhance the system, process, or policy to eliminate the complaints. 
  • Delivering suitable replies for customer complaints after seeking management review of complaint that includes proper legal input

Job Requirements

Qualifications - External

QUALIFICATIONS_ESSENTIAL

  • University Degree in 
  • Good command of English both writing and speaking.
  • Good knowledge of MS Office application

QUALIFICATIONS_DESIRABLE

  • Cooperative in a team work environment - Flexible and responsive - Working Under Pressure -Presentation Skills -Communication Skills -Time Management -Interpersonal skills -Creativity and problem solving skills.

EXPERIENCE_ESSENTIAL

  • Minimum 1 to 2 years Experience in customer operations.
  • Experience in billing analysis, troubleshooting and technical support is a plus

Internal Description

Description - Internal

Job Purpose

The Telesales Advisor responsible for assuring proper handling of customers' requests & complaints received via different channels, to maintain high level of customer satisfaction. And to meet department goals as well. Handling includes accurate analysis of request/complaint, proper tracking, respond within the agreed SL, follow up and coordination with other relevant departments until reaching case resolution.

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