Business Type: Solar panels - Mortgage loans
Working Time: 9:00 AM PST to 5:00 PM PST = 7:00 PM GMT to 3:00 AM GMT (8 hours including 1 hour break)
Work Location: From Home (Remotely)
Days Off: Saturday & Sunday
Duties and responsibilities:
- Handle all incoming/outgoing calls of the call center.
- Provide follow up, occasional campaigns and call backs blended with normal inbound calls.
- Provide best possible service to both external and internal customers to achieve highest level of customer satisfaction.
- Handle and solve all inquiries, requests and complaints received via all channels available (phone, fax, e-mail and …etc.)
- Communicate with other Customer Service sub-divisions to answer all relevant customer inquiries (e.g. Credit, Customer Support and Activation, Outbound & Save Initiatives…etc).
- Communicate with other departments all relevant customer inquiries if applicable.
- Achieve the requested staffed time on a daily basis to minimize lost call rate.
- Provide proper information to customers with complete and comprehensive understanding of Orange products and services.
- Fully understand and adhere to company policies and procedures that generate personal and professional credibility and trust.
- Respect and apply company vision, mission and values.
- Fully understand both individual and company objectives, and work on achieving them effectively and efficiently.
- Use available methods and tools to develop own skills.
- Use the available tools and systems to provide the correct information to customers (applications, intranet briefings, attending trainings….etc).
- Keep up-to-date with all the services and products provided by Orange.
- Resolve all customer complaints, requests and inquiries within the pre-determined SLA’s.
- Escalate problems, report suspected fraud and provides relevant feedback to the right channels.
