Directory Assistant Advisor At Etisalat Egypt
Main Responsibilities:
-Answer inbound calls and respond to customer requests to
ensure customer satisfaction and provide superior service via phones, e-mails
and faxes as a receiver and caller and follow-up on customer inquiries and
complaints that is not fulfilled or resolved on queue.
-Attend promotions, products, & services UAT's before
commercial launch and send required amendments to direct manager in order to
guarantee smooth launch and operation.
-Proceed with certain exceptions according to the documented
processes & procedures to reach the highest customer satisfaction and FCR
target.
-Provide quality, efficient and non-judgmental telephone
customer service to internal and external customers.
-Maintain the agreed on average handling time as defined by Contact
center Management guidelines which will ensure ease of accessibility and
maintain the agreed on SL.
-Use questioning, trouble shooting and listening skills that
support effective telephone communication and help in solving the customer’s
problems & complaints to ensure achieving the FCR target.
-Build customer’s interest in the services and products
offered by the company and offer cross selling and/or up selling the company’s
solutions, products, & services whenever possible which will guarantee the business
continuity and contribute in achieving profit share and raise up the ARPU.
-Update the existing database with changes and the status of
each customer/prospective customer whenever required and complete call logs and
reports so that we have a valid reference and database for our customers to
ensure proper planning & to guarantee taking the right decisions.
-Notify the appropriate concerned person when issues or
problems arise in order to take proper actions on the spot.
-Maintain the required knowledge level of the company’s
products, services, & solutions and stick to the agreed on formal
information sources to ensure delivering full and accurate information to the
customer.
-Follows the agreed on guidelines, policies, processes, &
procedures to ensure maintaining the customer’s data confidentiality.
-Performs the necessary & right action on systems and
tools in order to fulfill the customer request properly and maintain the company’s
financial position.
-Recognizes, documents and alerts the supervisor with trends
of customer calls (inquires/complaints/requests) and recommend process
improvements which facilitate the CC workflow, reduce cost, and delight the
customers
Essential Qualifications and Experience
University Degree is a must.
Minimum 2 years’ experience preferable in a
telecommunication sector.
Area of experience: Contact center.
Very Good in Arabic & English (Reading, Writing &
Oral) & very good computer skills.
Desirable Qualifications and Experience
Familiarity with telephone techniques and skills.
Demonstrated verbal communication skills and ability to
convey information clearly and effectively.
Ability to effectively handle multiple tasks in a fast paced
environment.
Ability to identify problem issues and determine the
appropriate course of action/redirection within department guidelines required
to resolve issues.
Very good communication skills.
Very good negotiation skills.
Sound judgmental powers; ability to manage difficult
customer situations, to respond promptly to the needs of the customer, solicit
feedback to improve service, respond to requests for service/assistance
Ability to adapt to change, meet the changing demands of the
work environment, any delays or other unexpected demands.
Punctuality
Dependability; to follow instructions as well as take
responsibility for their actions and also keep commitments
Team player
Ability to meet tight deadlines