Representative, Call Center – Enterprise

Representative, Call Center – Enterprise

Mobinil

Purpose of the Job

Handle all inquiries, requests, and complaints received from customers via inbound and outbound calls at the call center. Handle calls within the company's quality standards to maintain the company's image, and up-sell products and services to maximize revenues.

Duties and Responsibilities

• Handle all incoming and outgoing calls of the call center
• Provide follow-ups, occasional campaigns, and callbacks blended with normal inbound calls
• Provide the best possible service to both external and internal customers to achieve the highest level of customer satisfaction
• Handle and solve all inquiries, requests, and complaints received via all available channels (phone, fax, email, etc.)
• Communicate with other Customer Service sub-divisions to answer all relevant customer inquiries (e.g. Credit, Customer Support and Activation, Outbound and Save Initiatives, etc.)
• Communicate with other departments on relevant customer inquiries where applicable
• Achieve the requested staffed time on a daily basis to minimize the lost call rate
• Provide proper information to customers, with a complete and comprehensive understanding of Mobinil products and services
• Fully understand and adhere to company policies and procedures that build personal and professional credibility and trust
• Respect and apply the company's vision, mission, and values
• Fully understand both individual and company objectives, and work to achieve them effectively and efficiently
• Use available methods and tools to develop your own skills
• Use the available tools and systems to provide 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 provide relevant feedback to the right channels

Job Specification

Education

• Bachelor's degree from a recognized university

Experience

• 0–2 years of experience in the same function

Skills and Abilities

• Very good English, both spoken and written
• Very good computer skills
• Strong communication, listening, and interpersonal skills
• High sense of time management
• Strong customer orientation
• Flexibility and ability to work in a team
• Self-confident, with professional behavior and attitude