Senior Call Center Advisor
Orange - Jordan
Total des années d'expérience :8 years, 0 Mois
- 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.
Oracle SQL and PL/SQL
Program with PL/SQL
Oracle Forms, Reports :Build Internet Applications