Call Center Agent

About Afghan Wireless Communication Company

Afghan Wireless is Afghanistan’s first wireless communications company. When it began operations in 2002, we founded Afghanistan’s mobile communications industry by being the first enterprise to offer cell phone service to Afghan consumers and businesses. For well over a decade, Afghan Wireless has driven the rapid growth of our nation’s communications market, through its innovative development and deployment of global-class High-Definition (HD) Voice Communications, Internet, Data, and Mobile Payments Services. More than 6,000 people work for Afghan Wireless, and our Company is directly responsible for the creation of 100,000 jobs throughout Afghanistan

Job Summary

Call Center Agent is responsible for responding to customers' calls on the helpline..

Duties & Responsibilities

1- Answering incoming calls of customers. Resolve customer problems and complaints:

•  Answering phone calls from customers professionally and responding to customer inquiries and complaints.
• Researching required information using available resources.
• Research, identify and resolve customer complaints using available applications.
• Handling and resolving customer complaints regarding company products and services.
• Handling difficult customers very politely and professionally.
• Following up on complicated customer calls where required.

2- Provide product and service-related information to customers:

• Provide product and service information to customers.
• Upsell products and services and complete call logs and reports.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Subscribing and Un-Subscribing packages to customers based on their requests.

3- Login and report every individual calls under the correct category and inform the team leader of an emergency:

• Identifying, and escalating the issues to related departments.
• Logging the report for every single call under the related category.
• Processing and creating tickets for every single call.
• Recording details of comments, inquiries, complaints, and actions taken.
• Managing and communicating major and new complaints to shift team leaders immediately.

4- Flexible, punctual, and competitive:

• CC agents should be flexible to work on any shift based on call volume.
• Providing the highest quality support to customers.
• Punctual to his/her duty.
• Ability to work among the team with competitions on daily tasks in terms of quality and quantity.

Job Requirements

• High school diploma, priority to Bachelor.
• Knowledge of customer service practices and principles.
• Superior listening, verbal, and written communication skills.
• Ability to handle stressful situations appropriately.
• The clarity in Communicating. Keeping conversations clear and productive helps in both resolving clients’ issues as well as making a good impression.
• Technical Proficiency and Understanding in/of Products/Services.
• Problem Solving and Flexibility.
• Listening Capacity.
• Polite, patient, and professional.
• 1 year of experience in a call center environment.
• Familiar with mobile functions.
• Basic IT knowledge.
• Capability to speak –read and write Dari, Pashto, and English.
• Excellent data entry and typing skills.

Submission Guideline

The interested candidates should fill and submit the APPLICATION FORM with complete and correct information. To have access to the APPLICATION FORM, please copy and paste the link into your Web Browser.

https://forms.gle/kmicyx5rtyx5i6xL9

Functional Area

Communication

Customer Service

Countries

Submission Email

jobs@afghan-wireless.com

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