وظائف شاغرة لدى شركة Mobi في لبنان 13\1\2020
المسمى الوظيفي : كول سنتر \ مشرف مركز اتصالات
الجهة الموظفة : Mobi
مكان العمل : بيروت
دولة العمل : لبنان
Major Tasks: Duties and Roles
- Call Center
- Responsible for Call Center team behaviors and assuring that they are supporting clients efficiently
- Handle Call Center schedule and attendance assuring that they are all coming on time and taking calls
- Handle any misunderstanding with clients, by taking the call from agent
- Second level of support for issues that CCAs don’t have enough privilege to perform
- Make sure CCAs are supporting the Corporate Support Agent when needed and that they are reporting all handled cases to him
- Make sure all issues are having open tickets related on FreshDesk and are assigned to appropriate person, in addition to following the ticket to have it closed ASAP
- Distribute tasks between Call Center members on daily bases to create a good team work
- Assure good monitoring for the backbone and VIP/critical clients and to report malfunctions instantly
- Diagnose installation and technical related issues regarding the service
- Assist customers with needed installation or personal broadband network
- Perform customer call backs as needed
- Meet standardized goals and objectives as established by management
- Handle confrontational or stressful interactions with the customers
- Document and track customers’ problems, requests, actions and troubleshooting performed. Define To Do tasks for each case and set reminders accordingly.
- Provide value added services to optimize the customers’ positive experience with the company
- Support our customers requests from multiple channels phone, email, social media (Facebook, Twitter, Instagram). Chat and give instant reply on FreshChat for questions related to our services, promotions and technical support.
- Prepare a weekly report summarizing the most common cases and recommend lesson learned to prevent the cases from happening again.
- Coordinate with the DSL technicians and Customer Relationship Officer on the open cases.
- Use empowerment and compensate the customers for loss related to our services to ensure best customer satisfaction
- Identify leads when chatting or opening a ticket; convert them into FreshSales and assign to the sales team for qualification and deals closing.
- Get important announcements about Ogero and post any news we have about Ogero’s deployment of FTTH, FTTC, VDSL… on Workplace.
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