senior funds control advisor
orange
Total years of experience :16 years, 1 Months
• Ensure that a professional sales and service are delivered to orange customers.
• Ensure that company procedures and policies are correctly applied within the shop and by the team.
• Take corrective action towards problems encountered according to company procedures and policies.
• Support and handle difficult situations in a professional manner.
• Communicate with the front office team to solve requests that cannot be handled at the customer’s visit.
• Communicate with sub-divisions and/or other departments within the organization for assistance in terms of issues that cannot be handled on customer's visit time.
• Provide constant and reliable feedback to Supervisor/Manager on issues related to company products, services, or market related.
• Accurate cash handling complying with company selling procedures and policies
• Interact with visiting customers in accordance with the departments' and organizations' policies and procedures.
• Handle all kinds of customers’ visits inquiries and request of service/sales (related to subscription, handset usage, invoices, bill payments/collection, change of offers, fees, additional service and any new offers/services that Orange would apply, and acting upon any verbal complaints…etc.) in a prompt, courteous and friendly professional manner.
• Resolve all issues related to after sales, i.e. receiving and sending handsets from/to repair centers in coordination with the Back Office team.
• Inform the shop supervisor on a daily basis of issues that can affect the business (network problems, systems’ failure/outage… etc.).
• Communicate with the Back Office team to solve requests that cannot be handled at the customer’s visit.
• Handle customers in a professional manner and efficient service delivery with consideration to the work volume and number of waiting customers in queue.
• Communicate with sub-divisions and/or other departments within the organization to request assistance in terms of issues that cannot be handled on customer's visit time.
• Retain customers through handling subscription cancellation (upon customer's request) in courtesy and by reporting it to the specialized team.
• Participate in the company's business activities as requested by Manager.
• Maintain up-to-date knowledge of latest promotions, services, products and developments in the company and the telecommunication industry.
• Conform to all confidential information pertaining to company or individual customers and not to disclose or reveal any of the information to unauthorized persons or agency.
• Provide constant and reliable feedback to Supervisor/Manager on issues related to company products, services, or market related.
• Accurate cash handling, data entry, and complying with company selling procedures and policies.
• Conform to company work ethics, communicating professionally with superiors and co-workers.
• Ensure that set volume targets are achieved.
• Up selling/cross selling of latest Orange offers.
• Ensure that set volume targets are achieved. and have a certificate for best achiever.
• Handle customers' inquiries and complaints over the phone.
• Promote new offer and services of the company.
• Communicate with other departments in order to give the customers the best service possible.
• Maintain up-to-date knowledge of latest promotions, services, products and developments in the company and the telecommunication industry.
• Communicate with the Back Office team to solve requests that cannot be handled at the customer’s call.