Job Details
Skills And Tools:
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.
