Call Center Agent CS and Tele sales

• 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
  
• 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.
  

Requirements