Lycamobile recrute

Job Description and Person Specification
Role: Inbound Call Centre Agent
Reporting to: Team leader/ Call Centre Supervisor
Location: Tunis

Company Profile:
Founded in 2006, Lycamobile is a solution for those who want to connect back home. Providing low-cost high-quality international calls to over 30 million customers across 23 countries, Lycamobile’ s sheer span, focus on customer service and innovative business strategy has seen it outgrow its competitor set; achieving greater coverage of the European population than any other network operator.
A Mobile Virtual Network Operator initially developed for the expatriate communities in Europe; Lycamobile has fast become a global brand synonymous with connecting customers with their loved ones across oceans, borders and networks at the cheapest possible price.

The Role
Working within busy professional Telecoms based call centre, focusing on quality of service and extensive data capture. Opportunities to gain extensive experience of multinational products and increase your multilingual skill set.

Job Description
Answer incoming calls from Lycamobile customers, responding to their requirements in an efficient and timely manner to ensure customer satisfaction.
To escalate issues to concerned internal departments or team leaders as and when required
Ensure adherence to product scripting in all customer communications
To attend and respond to customer e-mails and written request on day to day basis
Fault resolution and raising tickets to all departments
To report any technical faults to the NOC/IT Duty Manager
Manage and maintain product related databases in line with the specified KPI’s
Ensure quality of data capture from customers
Support all departments with any other business specific tasks
Respond to customer e-mails as and when required
Flexibility with shift patterns is required to ensure support across operational hours – between 8am to 8pm

Person Specification
Must be fluent in relevant languageand have good communication skills in French, Arabic & Basic English
Maintain reports within MS Excel and Word
Strong communication skills required, face to face and over the telephone
Ability to deal with pressurised situations calmly and efficiently
Possess empowerment to make decisions to resolve any customer situation effectively
Previous industry knowledge or work experience in the contact centre industry would be preferable but not mandatory
Working requirements
Flexibility with shift patterns is required to ensure support across operational hours
Rolling shift patterns are Monday to Sunday 8am-5pm/10am-7pm/11am -8pm (40 hrs./week)

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Ville : la Soukra
Nom / Entreprise : Lycamobile
Email :
Tel / Fax : 71 690 088
Adresse : 61,Av l’UMA