Purpose of the job

Handle all the inquiries, requests and complaints of the customers which are received via inbound/outbound calls of the call center. Handle the received calls within the quality standards of the company to maintain company image, and to up-sell the products and services to maximize revenues.

Duties and responsibilities

• 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 Service 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 trainings.....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 SLAs.

• Escalate problems, report suspected fraud and provides relevant feedback to the right channels.
  
  

Job specification

Education

1. Bachelor's degree from a recognized university.
   
   

Experience.

1. Minimum 0-2 years of experience in the same function.
   
   

Skills and abilities

• 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.