22666
Contact Center Representative
Syriatel Mobile Telecom S.A.
Syria
Aleppo
Customer services
Full time
Not Specified
Intermediate Institute
• General:
1. Respond to customer inquiries and provide customers with information about Syriatel offers, services and products through phone call or Syriatel Online Channels with excellent quality.
2. Promote and sell RBT songs through answering 1666 calls in a professional manner.
3. Handle Corporate & VIP customers’ calls and respond to their inquiries in adequate manner.
4. Handle customers' requests that are received through phone call, Syriatel Online Channels or Non Voice Channels like DJ SMS and Syriatel External e-mails in a timely and adequate manner.
5. Respond to customer inquiries related to ISP service troubleshooting, submit the requests related to temporary suspension or termination and change ISP speed in a professional manner.
6. Register customers' complaints service, inquiries and suggestion on the related system to be followed by the concerned party
7. Add/delete services according to customers’ needs within Syriatel policies.
8. Escalate and report the complaints that exceeded the defined timeframe or the wrong closed complaints to the concerned parties if the customer re-called the Contact Center.
9. Report all detected problems from the customers’ feedback or system errors to direct line of authority.
10. Promote Syriatel services to customer in an adequate way.
• Phone Call:
11. Follow up customer's calls when necessary upon the approval of Contact Center Head of Section.
12. Call back all abandoned calls.
13. Report all cases related to abusing calls.
• Syriatel Online Channels:
14. Call back the customers when required for getting further details about their requests.
15. Check Section & Individual objectives on regular basis and effectively participate in achieving them to ensure successful contribution to company's goals and corporate objectives.
16. Participate in conducting the OJT for new team members and promote a culture of knowledge transfer, cooperation and teamwork.
17. Contribute to the continuous improvement of Syriatel Quality Management System.
1. Respond to customer inquiries and provide customers with information about Syriatel offers, services and products through phone call or Syriatel Online Channels with excellent quality.
2. Promote and sell RBT songs through answering 1666 calls in a professional manner.
3. Handle Corporate & VIP customers’ calls and respond to their inquiries in adequate manner.
4. Handle customers' requests that are received through phone call, Syriatel Online Channels or Non Voice Channels like DJ SMS and Syriatel External e-mails in a timely and adequate manner.
5. Respond to customer inquiries related to ISP service troubleshooting, submit the requests related to temporary suspension or termination and change ISP speed in a professional manner.
6. Register customers' complaints service, inquiries and suggestion on the related system to be followed by the concerned party
7. Add/delete services according to customers’ needs within Syriatel policies.
8. Escalate and report the complaints that exceeded the defined timeframe or the wrong closed complaints to the concerned parties if the customer re-called the Contact Center.
9. Report all detected problems from the customers’ feedback or system errors to direct line of authority.
10. Promote Syriatel services to customer in an adequate way.
• Phone Call:
11. Follow up customer's calls when necessary upon the approval of Contact Center Head of Section.
12. Call back all abandoned calls.
13. Report all cases related to abusing calls.
• Syriatel Online Channels:
14. Call back the customers when required for getting further details about their requests.
15. Check Section & Individual objectives on regular basis and effectively participate in achieving them to ensure successful contribution to company's goals and corporate objectives.
16. Participate in conducting the OJT for new team members and promote a culture of knowledge transfer, cooperation and teamwork.
17. Contribute to the continuous improvement of Syriatel Quality Management System.
1. Education: Diploma.
2. Experience: N/A
3. Professional Certification: N/A
2. Experience: N/A
3. Professional Certification: N/A
1. Computer/IT Skills:
1.1 Word: Fair.
1.2 Excel: Fair.
2. English Level:
2.1 Conversation: Fair.
2.2 Writing: Fair.
2.3 Comprehension: Fair.
1.1 Word: Fair.
1.2 Excel: Fair.
2. English Level:
2.1 Conversation: Fair.
2.2 Writing: Fair.
2.3 Comprehension: Fair.
.
Syriatel has been leading the Syrian mobile telecommunication market since 2000. The company has successfully established its reputation by focusing on customer satisfaction and social responsibility.
3
Apr 09, 2020
May 08, 2020
English