Job title: Senior Call Center Advisor

Full time

Fresh Graduate

Customer service

English
Arabic

Welcome and identify the customer from any available channels (phone, E-mail, new digital tools …)
Understand, analyze and qualify customer inquiry, request and complaint.
Ensure that he provided the customer with the appropriate solution.
Transfer cases is unable to solve to the appropriate back office team.
Manage the transfer with professionalism avoiding customer to explain again its request.
Update Orange Jordan information systems with customer information.
Record all customer interactions in the relevant IT tools.
Grant QoS according to customer SLA.
Informs and advises the customer on the EBU product offers according to customer request.
Provides the customer with status update on its requests if he ask for it.
Provides the customer with a first level of invoice explanation, and performs simple act on billing process based on the customer request.
Analyses and manages customer complaints.
Perform up and cross sell activities within its scope of responsibilities.
Records customer orders in the information systems.
Reactive retention / Cancellation.
Technical Assistance and support on usage.
Provide standard reports according to customer request.