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Job Description and Requirements
•Interact with customers over the phone in accordance with the departments' and organizations' policies and procedures.
•Handle all kinds of customers’ inquiries and requests of service (related to subscription, handset usage, invoices, bill payments, change of offers, fees, additional service and any new offers/services that Orange would apply, and acting upon any reported complaints…etc) in a prompt, courteous and friendly professional manner.
•Promote Orange services by cross selling i.e. service usage development, hence, enhancing customer loyalty & retention.
•Ensure that call qualification is being logged i.e. logging customer contact/transaction accurately.
•Provide all types of customer feedback directly to team leader/supervisor/manager.
•Informs the Call Center Team Leader/Supervisor/Manager on a daily basis of issues that can affect the business (network’s problems, systems’ failures, etc…).
•Report cases to Back Office team through the follow up form to solve requests that cannot be handled on line.
••Handle customers in a professional manner and efficient service delivery with consideration to the call load and number of waiting customers in queue.
•Participate in the company's business activities as requested by Manager.
•Conform to, a proper behavior and discipline is maintained, and attendance is punctual and regular.
•Maintain Up-to-date knowledge of latest products and developments in the company and the cellular industry.
Qualifications, Experience, Knowledge & Skills:
•Bachelor’s degree in administration, commerce.
•Very good knowledge in Orange Products & services.