Contact Center Sr. Specalist

Orange Business; Gurugram District; Hybrid; INR 350,000 - 550,000; Full time

Benefits offered by this job

Hybrid work model

Training & development opportunities

Career growth

Job summary

Orange Business is seeking a Contact Center Specialist to transform customer interactions into positive experiences. You will handle inquiries via phone, email, or chat, identify needs, and escalate issues to ensure satisfaction.

As part of a collaborative team, you will maintain detailed records, provide feedback for service improvements, and contribute to ongoing process enhancements while staying adaptable in a dynamic environment.

Qualifications

• Experience in handling high volumes of customer inquiries with clarity and respect.
• Ability to identify customer needs and provide appropriate solutions.
• Strong written and verbal communication skills.
• Willingness to learn about products and services to provide relevant information.

Responsibilities

• Manage and respond to a high volume of customer inquiries via phone, email, or chat.
• Identify customer needs and provide appropriate solutions or escalate issues when necessary.
• Maintain comprehensive records of customer interactions and provide feedback to improve service.
• Collaborate with team members and other departments to resolve issues promptly.
• Analyze customer feedback and service metrics to identify process improvements.

Skills

Customer service experience

CRM proficiency

Analytical thinking

Technical aptitude

Team collaboration

Tools

CRM software

Job description

Join us at Orange Business! We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About The Role

Join us as a Contact Center Specialist, where you will transform customer interactions into positive experiences and contribute to our mission of unparalleled service excellence.

• Manage and respond to a high volume of customer inquiries via phone, email, or chat, ensuring clarity and respect in each interaction.
• Identify customer needs and provide appropriate solutions or **escalate** issues when necessary to improve satisfaction.
• Maintain comprehensive records of customer interactions, providing insights and feedback to enhance service delivery.
• Collaborate with team members and other departments to resolve customer issues promptly and effectively.
• Continuously seek opportunities for process improvement by analyzing customer feedback and service metrics.

About You

You are a dedicated problem-solver with a proven track record in customer service, demonstrating excellent communication skills and a commitment to enhancing the customer experience. Your ability to adapt to new technologies and take on challenges sets you apart, while your desire to learn and grow ensures you thrive in a dynamic environment.

Your professional skills:

• Demonstrate proficiency in handling customer inquiries and providing thoughtful and effective solutions.
• Utilize CRM systems effectively to track interactions and manage customer data.
• Apply strong analytical skills to interpret customer concerns and feedback for continuous improvement.
• Stay informed on company products and services to provide relevant information to customers.
• Exhibit technical aptitude in operating customer service tools and software efficiently.

Your soft skills:

• Possess excellent verbal and written communication skills that build rapport and foster trust with customers.
• Maintain a positive attitude and a strong sense of empathy towards customer situations.
• Exhibit strong organizational skills to manage multiple tasks efficiently.
• Display adaptability in a fast-paced environment, adjusting to changing priorities smoothly.
• Demonstrate teamwork skills by collaborating effectively with colleagues to meet organizational goals.

At our company, we promise to foster an empowering environment where your curiosity drives innovation, your problem-solving skills are recognized, and your leadership inspires those around you. Join us to not only enhance your professional journey but also to make a tangible impact on customer experiences and drive our mission forward.

What We Offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs: Employee Referral Program, Change Maker Awards.

Only Your Skills Matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.