Specialist, Call Center - Mail & Domain

Purpose of the job

Handle customers calls, complaints in order to fulfill their requirements in the most professional manner according to the departmental objectives.

Duties and responsibilities

• Receive incoming calls, mail, domains, dial up and some value added services on 16333.
• Interface directly with customers to figure out the confronted problems in order to resolve it.
• Initiate outgoing calls for mail and hosting customers in order to inform them about the problem updates and to confirm the problem resolution.
• Initiate tickets on CRM (Microsoft customer relation manager) and WHMCS (online ticketing system) for every handled case.
• Analyse confronted problem & transfer it to responsible department if needed using CRM and WHMCS.
• Notify other departments and Follow up with them on any escalated issues to minimize customer downtime and and report it to the supervisor
• Receive online tickets opened by the customers through (WHMCS) in order to solve it.
• Handle received mails (concerning mails, domains and hosting) coming to ccc-eg@lOrange.com and supportteam-eg@Orange.com (through mails and outgoing calls).
• Receive the incoming calls form Enterprise Sales and create leads to Enterprise Team if it needed.

Job specification

Education:

• Bachelor's degree from a recognized university

Experience:

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

Skills and abilities:

• Very Good Computer skills.
• Very Good Network knowledge
• Very good English both spoken and written.
• Strong Customer Orientation.
• Strong communication, listening & interpersonal skills.