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Customer Care Agent needed for Etisalat

Respond and answer inbound calls with high quality standards assisting customers with all available tools for Etisalat Egypt.
Etisalat Misr | 04.04.2012

To apply for this vacancy, please click on the following link:
http://etisalat.com.eg/etisalat/Etisalat_Portal_En/about/careersform.htm?_pageid=42,1&_dad=portal&_schema=PORTAL&siteAlias=etisalat&sitePath=Etisalat_Portal_En&kpAlias=about&pageAlias=careersform&cmb1=Customer%2520Care&cmb2=Customer%2520Care%2520Agent&cmb3=Customer%2520Care%2520Agent

Job description:
To respond and answer inbound calls with high quality standards assisting customers with all available tools in order to achieve highest level of customer satisfaction, attract new customers, and retain existing ones.

Key responsibilities:
1.Supports and provides 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 ensuring full customer satisfaction.

2.Answers inbound calls and respond to customer requests to ensure customer satisfaction.

3.Provide quality, efficient and non-judgmental telephone customer service to internal and external customers.

4.Maintains the agreed on average handling time as defined by Contact center Management guidelines to ensure ease of accessibility and maintain the agreed on SL.

5.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.

6.Builds 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.

7.Updates 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.

8.Notifies the appropriate concerned person when issues or problems arise in order to take proper actions on the spot.

9.Maintains 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.

10.Follows the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer's data confidentiality.

11.Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the company's financial position.

12.Recommends process improvements to facilitate the Customer care work and delight the customers.

Qualifications:
- University Degree in a relevant discipline.
- 0 to 1 year experience.
- Very Good in Arabic & English (Reading, Writing & Oral)
- Very good computer skills.