Senior Specialist, First Class Call Center

Job description / Role

About the role

Purpose of the job

Handle all the inquiries, requests, and complaints of the customers which are received via inbound/outbound calls of the call center. Handle the received calls within the quality standards of the company to maintain company image, and to up-sell the products and services to maximize revenues.

Duties and responsibilities

• Handle all incoming/outgoing calls of the call center.
• Provide follow up, occasional campaigns, and callbacks 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, email, etc.).
• Communicate with other customer service sub-divisions to answer all relevant customer inquiries (e.g. Credit, Customer Support and Activation, Outbound & Save Initiatives, etc.).
• 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 Mobinil 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 Mobinil.
• Resolve all customer complaints, requests, and inquiries within the pre-determined SLAs.
• Escalate problems, report suspected fraud, and provide relevant feedback to the right channels.

Job specification

Education

• Bachelor's degree from a recognized university.

Experience

• Up to 2 years of experience in the same function.

Skills and abilities

• Very good English both spoken and written.
• Very good computer skills.
• Strong customer orientation.
• Strong communication, listening, and interpersonal skills.
• Flexibility and ability to work in a team.
• Self-confident with professional behavior and attitude.
• High sense of time management.

About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.