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شبكة قنوات OSN في الاردن تطلب موظفين




 تعلن شبكة قنوات  OSN  في فرعها في الاردن عن حاجتها الى :


Customer Service Executive

Job Purpose


To provide a full customer service function externally and internally to whom products, services, programs and information must be provided to i.e. Subscribers, Call Centre Manager, Supervisors and affiliated departments. 


Key Accountabilities


1.Planning & Organisation

  • To provide excellent after sales support through inbound calls and to maintain and retain customers.
  • Answer general inquiries – e.g. programming, billing, TV guides requests
  • To be able to provide basic technical support.
  • To update callers information and to collect relevant data in every received call.
  • Maintain and update customer information.
  • Demonstrate a professional attitude ensuring that customer expectations are met.


2. Financial Excellence (budgets, revenue/profit and costs)

  • To achieve assigned FCR targets.
  • To contribute in minimising the abandoned rate.


3.Customer Excellence (internal/external customer engagement and relationship management)

  • To surprise and delight all our customers by being knowledgeable, efficient, friendly and thoughtful in every call with them, anticipating their needs and arriving at an uncomplicated, timely and satisfying outcome for each customer interaction.
  • To always make sure to understand the customer needs, attend to their inquiries and make sure they are clear on what’s next at the end of each call.
  • To interact imaginatively with each individual customer, helping them see how our products could work for them. To guide customers through the features and benefits of our products and services ensuring the customer completely understands OSN offerings including OSN play, privileges, My OSN…etc
  • To take ownership for the customer’s experience, seeking and acting upon feedback ensuring any complaints are dealt with effectively and efficiently.
  • To use empathy, intuition and great listening skills to reflect your genuine dedication to our customers, colleagues, the brand and the success of OSN

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4.People Excellence (internal/external customer engagement and relationship management)

  • To create an environment which is a great place to work for you and your colleagues through your dedication, enthusiasm, sharing of knowledge, honesty and desire to support others.
  • To display excellent standards in all you do and inspire others to do the same, and that you operate within legislative, regulatory and company policies and procedures.
  • To display confidence, self-belief and be open to new ideas, adapting and embracing challenges and opportunities with a determination to excel.
  • Continuously develop own skills by attending all required training courses and maintaining an up to date knowledge of products, services, systems and work processes.


Frameworks, boundaries and decision making authority

  • To fully understand and keep up to date with the range of products, services business updates and changes.
  • Consistently deliver exceptional customer service in a demanding and changing environment.
  • To resolve customer inquiries and concerns and to escalate them whenever applicable based on our escalation guidelines and procedures.


Qualifications, experience, skills and competencies

  • A strong background engaging and delighting customers in a Contact Center or service environment.
  • Be able to show you have worked to and achieved targets/deadlines.
  • Enjoy being part of a team, but still have the drive to work on your own initiative.
  • Previous Retail experience is desirable.


Education requirement:

  • Preferred – Diploma.


Knowledge & Skills:

  • Strong communication skills (both written and spoken) in English and ideally Arabic/other languages.
  • Computer literacy (Word, Excel, Outlook)
  • Highly self-motivated and able to act on own abilities 
  • Effective listening skills that deliver against customer needs
  • Passion and motivation for over achieving against KPIs without compromising customer service.
  • Great at networking and building genuine and productive relationships 
  • Interest in and awareness of media platform within local area
  • Able to work collaboratively, Influence and persuade customers

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