customer service
Etisalat
Total years of experience :16 years, 11 Months
Handling customer problem regarding the technical and provisioning issue.
Manage telephone calls professionally, efficiently and with good communication Skills.
Solving customer billing problem with a way they can understand.
Solving technical problem towards the fiber optical, DSL, IPTV, 3G technologies.
System applications used
• CBCM: corporate billing& customer management.
• Customer care: check UID status & Email status and creating Complains and follow-up.
• PMS: define the line type and solve tec. Issue
• SMBS: check corporate billing, follow up and complaint related to the E-vision
Etisalat certificate technical training
Successfully completed an official Etisalat learning product as Prescribed by Etisalat corporation.
Responsibilities:
Handling customer requests and solves their financial and ADSL problems
Talks in a way the customer can understand and has empathy for the customer’s situation and complains.
Establishing and maintaining profitable relationships with customers on behalf of the company by taking personal and complete responsibility for each customer contact.
Communicate effectively with the General Manager, CS Team, informing and updating them regularly to guarantee that customer requirements are completely met.
Answer to the queries of the customers in an ethical and informative way
Give appropriate and relevant information to the customers.
maintain a position of trust and responsibility by keeping all customer business confidential
Answer confidently or find appropriate solutions to customers' problems.
Investigate what services the customer will need even if they may not know what they need to met the customer satisfaction.
System applications used
• Tracer: indicating customer’s requests history and packages &
Offers that the customers have.
• CRM: indicating customer’s complaints history, number
Of visit’s and assigning tickets to communicate with different department
• E-connect, grad plans: indicating Customer’s payment and invoices
PC-LINK (IT Solutions Provider Company).
Vodafone certified partner in IT channel and Microsoft
Gold certified Partner - IBM and Hp Business Partner.
Responsibilities:
Manages an account base while identifying additional needs of clients and opportunities for additional sales growth, consult clients regarding purchase decisions.
Search for the client's Pain points to create suitable solutions in order to maximize client's return on investment.
Provide client orientation calls and service calls through life of account relationships.
Ability to show initiative, solve problems and bring ideas to the table.
Use good judgment, present thoughts to clients, team members and management in a positive and professional manner.
Achieve sales goals.
Open New accounts, Make the contracts and send them to the activation department
Team Leader (Vodafone project)
From (1/7/2008) till (1/1/2009)
Give recommendations for products, based on the customer experience and feedback.
Capture and report customer comments towards products and services development.
Provide the team with a vision of the project objectives.
Motivate and inspire team members.
Assure that the team members have the necessary education and training to effectively participate on the team.
Encourage creativity, risk-taking, and constant improvement.
Market analysis.
Vodafone Training:
3G data partner training program by Vodafone.
Little box.
USB modem.
VMC.
Push mail (Vodafone business Email \[VISTO\], Windows mobile email, Blackberry).
APN (My lane, GPRS net point to point).
Activation and fraud process.
Microsoft certificate Sales training
Successfully completed an official Microsoft learning product as
Prescribed by Microsoft Corporation.
Training in Arabian Group Company- X-faster Membership
Job Title:
Sales
Responsibilities:
Answer customer service calls and provide the appropriate assistance.
Customer Service: Ensuring the right product is at the right place at the right time.
Outdoor Sales.
Direct Sales in Golden Beach one & two Rassedr.
Distribute X-Faster Membership card.
Training in Home Planet company- real estate.
Job Title:Direct Sales Executive
Responsibilities:
Answer customer service calls and provide the appropriate assistance.
Customer Service: Ensuring the right product is at the right place at the right time.
Outdoor Sales.
Direct Sales in Golden Beach one & two Rassedr.
Distribute X-Faster Membership card.
Helwan universty