About this role
Publication date : Jul 15, 2025, 11:42PM Purpose of the job
Handle all the inquiries, requests and complaints of the customers which are received via inbound/outbound calls of the call center. handle the received calls within the quality standards of the company to maintain company image, and to up-sell the products and services to maximize revenues.
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 Initiativesetc).
• 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 Mobinil 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 Mobinil.
• Resolve all customer complaints, requests and inquiries within the pre-determined SLAs. • Escalate problems, report suspected fraud and provides relevant feedback to the right channels.
Job specification
Education
• Bachelor's degree from a recognized university
Experience
• 0-2 year of experience in the same function.
Skills and abilities
• Very good English both spoken and written. • Very good computer skills. • Strong communication, listening & interpersonal skills. • High sense of time management. • Strong Customer Orientation. • Flexibility & ability to work in a team. • Self-confident with professional behavior & attitude.
At Orange, only your skills matter.
Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.