Triple Play, Contact Center - Representative

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

1. Receive incoming calls for Orange Triple play and El Gouna on 01223200725 (cafes), 01223200726 (El Gouna), and 01223200727 (Triple play).
2. Interface directly with customers to figure out the confronted problems in order to resolve it.
3. Send customers problem to the concerned party and follow up in order to solve it in the pre-determined service level.
4. Initiate tickets on CRM for all handled case.
5. Report escalated issues to management team in order to minimize customer downtime.
6. Monitor Orange Triple play customers and Initiate outgoing calls for lines that are physically down in order to solve their problems.
7. Initiate outgoing calls for Triple play customers in order to inform them about the problem updates to confirm the problem resolution.
8. Inform Orange Wi-Fi and Triple play customers about any planned maintenance by outgoing calls or mails.
9. Handle the received e-mails on Linkzone-cc-eg@orange.com and Linkone-cc-eg@Orange.com.

Job specification

Education

1. Bachelor degree from a recognized university.

Experience

1. 0 - 2 years of experience in the same function.

Skills and abilities

1. Very good English and Arabic both spoken and written.
2. Good computer skills.
3. Good knowledge of network.
4. Good communication skills.
5. Customer oriented.