Sr. Specialist, First Class Call Center

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

• Must be graduated
• Presentable 
• Maximum Age 28
• 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.

Additional information

• Job Nature: Shift basis
• Males: work on night shifts & overnight shift
• Females: Maximum till 10PM during winter and till 11PM in summer.
• Days off: 2 Consecutive days
• Working hours: Rotational shift 8 hours including 1 hour break
• Location: Nile City

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

Offer includes:

• Attractive salary

• Medical and Social Insurance

• Mobile Line