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• Contact customers with overdue accounts and attempt to either collect the overdue amount or negotiate a payment plan to collect it in installments. • Use credit bureau data, post office information, internet searches and other tools to try to locate customers who have moved or changed phone numbers. • Maintain records of contacts and attempted contacts with delinquent account customers as well as records of any payments collected from the customer. • Resolve customer issues and complaints concerning billing. • Submit regular reports on the status of unpaid accounts and any repayment progress.
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 • 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. • 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.
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