Customer Service Representative - Umniah

• Handle all kinds of customers calls related to inquiries and requests of service (such as; subscription, handset usage, invoices, bill payments, change of offers, service fees, additional service and any new offers, product and services that Umniah would provide); in a prompt, courteous, friendly and professional manner

• Educate customer on Umniah services and products offered and direct customer toward available resources for self-help/service (such as; IVR & Customer Care On-Line, and/or any other contact channel)

• Enter call type coding and tracking information completely and accurately

• Resolve customer complaints and issues to the satisfaction of the customer

• Enter customer data and other relevant information into call center database or other data repository, as required

• Schedule, assign a complete customer information case to back office for cases that cannot be solved on line following the call center processes & guidelines

• Provide call center management of all types of customer feedback on daily basis

• Alert call center direct management of issues and concerns that require escalation for complete resolution or which may indicate a larger, underlying problem (such as; network problem, system failure, …etc)

• Build a customer relationship, which add-value to the customer, leading to a long term profitable relationship

• Use customer service and sales skills to optimize the opportunity of each customer contact

• Maximize opportunities to up-sell and/or cross sell Umniah products and services

• Handle customers in a professional manner and efficient service delivery with consideration to the call load and number of waiting customers in queue

• Keep customers informed of global problems or scheduled down-time. Also keep them informed of progress on problems that cannot be resolved at point of call

• Keep peers and team leader/coach, and/or supervisor, manager informed of trends, significant problems, unexpected delays

• Participate in individual and team trainings and meetings requested by management to ensure skill development and knowledge is up-to-date

• Participate into call center initiatives for increased effectiveness

• Participate in the company's business activities or any business needed as requested by management

Job Details

Date Posted:	2013-12-22
Job Location:	Amman, Jordan
Job Role:	Customer Service
Company Industry:	Telecommunications

Preferred Candidate

Career Level:	Entry Level
Nationality:	Jordan
Degree:	Bachelor's degree / higher diploma

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Date Posted: December 22, 2013 at 11:04AM

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Customer Service Representative - Umniah