Triple Play, Contact Center - Specialist

Purpose of the job

Handling all the inquiries, requests and complaints of the customers which are received via inbound/outbound calls or mails in order to fulfill their requirements within the quality standards of the company and departmental objectives to maintain company image.

Duties and responsibilities

• Receive incoming calls for Orange Triple play.
• Interface directly with customers to figure out the confronted problems in order to resolve it.
• Send customers problem to the concerned party and follow up in order to solve it in the pre-determined service level.
• Initiate tickets on CRM for all handled case.
• Report escalated issues to management team in order to minimize customer downtime.
• Monitor Orange Triple play customers and Initiate outgoing calls for lines that are physically down in order to solve their problems.
• Initiate outgoing calls for Triple play customers in order to inform them about the problem updates to confirm the problem resolution.
• Inform Orange Wi-Fi and Triple play customers about any planned maintenance by outgoing calls or mails.
• Handle the received e-mails. 

Job specification

Education

• Bachelor degree from a recognized university.

Experience

• 0 - 2 years of experience in the same function.

Skills and abilities

• Very good English and Arabic both spoken and written.
• Good computer skills.
• Good knowledge of network.
• Good communication skills.
• Customer oriented.

Working conditions: 

• Rotational Shift basis 8 hours including 1 hour break
• Males: work on night shifts & Overnight shift .
• Females: 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)