VAC00275-Customer Champion – Tagalog Speaker
VAC00275-Customer Champion – Tagalog Speaker
الوصف الوظيفي
VAC00275-Customer Champion – Tagalog Speaker
Customer Services
place
Muscat, Oman
Short description
Externally only
Ooredoo Family:
The department is the first line for receiving and responding to customers by calls, chat, social media and all digital channels, providing an efficient and friendly service as ‘the face of the business’ to resolve problems, provide information, and support customers in whatever way they require. In addition the teams are responsible for escalating problems or complaints out of the scope of the Call Centre Champions to the relevant unit for resolution, ensuring that the customer is kept informed at all time.
Responsibilities:
Logged in and ready to take calls at all time.
Answer all customer inquiries in a friendly, professional and efficient way.
Use the language chosen by the customer.
Give a proper greeting, presenting yourself and the company.
Never put the customer on hold unless absolutely necessary, after obtaining customers agreement.
Never Use rude language with customers.
Solve the customer’s issue, only transfer as the last solution
When escalate a customer always use the proper channels as per the policy.
Create BMC following the appropriate process if there is no other option.
The BMC should be very clear and detailed, as technical support team should be able to solve the problem based on the agent inputs.
Follow up on the BMC pending and update the customer. (Provide customers with an update of his/her ticket status when customers call)
Always get the customer confirmation that the problem is solved.
Escalate any customer issue if you find it necessary.
Perform outbound calls when assigned by line manager
Handle customer enquiries/complaints through digital and social media channels
Follow all guidelines of Chat, Transfer to IVR
Promote OO App in all calls (Not applicable for trouble tickets)
Authorised to give 2 Rial in compensation if needed to solve a customer issue.
Expected to be flexible and participate with special project as assigned by management
Requirements:
High School Diploma
One-year experience Ideally in customer facing role, preferably within a call centre environment or a face to face retail role.
Must be computer literate with good MS Office skills
Understanding of customer service
Understanding of telecomm products would be a distinct advantage
Fluent in written and spoken English & Arabic & Tagalog
Skills Required:
Complaints handling skills.
Writing Notes
Receiving Calls
Resolving customer issues
Trouble ticketing
Responding to various digital channels
الوصف الوظيفي
تفاصيل الوظيفة
- منطقة الوظيفة
- مسقط, عمان
- قطاع الشركة
- خدمات الدعم التجاري الأخرى
- طبيعة عمل الشركة
- غير محدد
- نوع التوظيف
- غير محدد
- الراتب الشهري
- غير محدد
- عدد الوظائف الشاغرة
- غير محدد
