Call Center Representative

Job description

about the role

·  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 training….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 SLA’s.
·  Escalate problems, report suspected fraud and provides relevant feedback to the right channels.
·  Rotational Shift basis 4 hours per shift.
·  Males : work on night shifts                                          Females : one shift from 7 P.M. Maximum till 10 PM during winter and till 11 PM during summer.
·  Days Off : 2 consecutive days, excluding the weekends. Accepted candidates will attend an induction (training before login)
·  Location : Agouza and Pyramids Heights.

about you

·  Bachelor's degree from a recognized university.
·  0-2 years of experience in the same function.

skills

·  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.

department

Customer Service

contract

Regular