Internet Call Center Representative Vodafone Egypt Job description § Act as a first line of support to all VF Egypt internet users’ inquiries ( technical / billing ). § Provides relevant and accurate information (Services, Products & Policies) § Follow up with second line of support to make sure that all escalated problems will be solved in the appropriate time § Provide customer with appropriate options/right suggestion. § Respond and solve all Vodafone Egypt internet customer inquiries regarding all internet Service and provide an end-to-end ownership to these inquiries till closure. § Coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s internet Service and relative hardware. § Take the ownership of escalated service requests through problem resolution for the benefit of Vodafone’s internet customers. § Ensure elimination of wrong transactions that leads to financial negative impact. § Own all customer inquiries regarding internet till closure and post resolution call to ensure customer satisfaction and close case. § Handle escalated calls from either the call center or directly from the customers to an outcome of maximum customer satisfaction. § Conduct outbound calls to customer problems received from call center / corporate agents to ensure solving the customer problem according to the Service Level Agreements. Skills: § Customer focused – Able to identify customer problems & solve it from first contact. § Active Listening — Giving full attention to what other people are saying. § Speaking — Talking to others to convey information effectively. § Service Orientation — Actively looking for ways to help people. § Coordination — Adjusting actions in relation to others actions. § Negotiation — Bringing others together and trying to reconcile differences. § Technical – Good knowledge about ADSL technology , smart phones & business solutions. Criteria: § Very good command of English language. § Excellent customer service orientated persons with accepted technical knowledge . § Able to handle ADSL technical , billing & smart phones inquires. § High ability to work under pressures & meet the required overtime hours required to achieve SL. § Excellent communication & negation skills § Computer/Communication graduate and/or Cisco/Microsoft certified in a relevant field. Apply on company website https://vodafone.taleo.net/careersection/2a/jobdetail.ftl?job=EGY00000E&lang=en&src=SNS-102
Posted on: Wed, 20 Nov 2013 20:16:08 +0000