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Sr. Specialist, First Class Call Center

ref : CEGY104004 | 23 Aug 2021

apply before : 31 Oct 2021

Cairo

about the role

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.

about you

Education:

  • Bachelor's degree from a recognized university.

Experience:

  • Minimum 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 Care

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

contract

Regular

Orange Egypt

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Orange Group

91%

of our employees are proud to work for Orange

87%

recommend Orange as a good place to work

4,28/5

is the candidate experience in France, in the category of companies with over 1,000 employees

dessin mixite

Since 2014 Orange is certified GEEIS (Gender Equality for European and International Standard)