Job title: Senior Call Center Advisor

Join Orange Jordan Family , Where Caring, Responsibility & Boldness drive growth, innovation & collaboration!

Be part of a team that's shaping the future.

We are committed to offering the best to our customers, colleagues & stakeholders.

We keep our promises, act responsibly and speak the truth.

We are ambitious and determined and take the initiative to seize opportunities.

#Lifeatorange #Orangeishere #careersinjordan #nowhiring #jobopening #technology # boostyourcareer

Key Accountabilities :

• 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.

• Problem Solving, Communication Skills;

• Bachelor degree in Telecommunication Engineering , Computer Engineering , Computer science