Call Center agent
Zain Call Centre
Total years of experience :5 years, 10 Months
• Receiving calls related to company products and answers queries
• Informing current and prospective customers of current promotions and new or upgraded products.
• Calls prospective customers in designated market area to qualify leads and explain type of service or product offered.
• Enters names, addresses, and reactions of prospects solicited into computer database system.
• Follows up for complaints and issues of customers to assure satisfaction, respond to queries, solicit further sales, and solve or refer problems.
• Prepares daily reports on the type of queries received, to determine the reason for call.
• Overcomes technical or business objections of prospective customers.
• Builds and maintains customer’s relationships.
• Enters new customer data and other relevant data for current customers into computer database.
• Supports the mission statement to develop, enhance, and promote quality customer service through team efforts.
• Process in-bound calls to the point of resolution, including customer service inquiries, complaints and requests for assistance pertaining to system use, maintenance and customer account information.
Educate and explain products and services to customers.
• Update database files and customer account information to insure accurate account information is being processed.
• Inform appropriate departments of certain requests that are initiated by the customer but cannot be performed by customer care when all possible resources have been exhausted
• Respond effectively to incoming telephone calls and/or emails and provide accurate information regarding products and services for our clients and customers.
• Learn and develop an institutional knowledge of products and services being offered.
Typing Centre, Libyan Arab Republic - 2009 to 2010
Attorney Centre, Libyan Arab Republic 2007 to 2009
Ministry of Planning & Finance, Libyan Arab Republic 2004 to 2006
Receptionist
• Retrieves messages from voice mail and forwards to appropriate personnel.
• Answers incoming telephone calls, determines purpose of calls, and forward calls to appropriate personnel or department.
• Takes and delivers messages or transfers calls to voice mail when appropriate personnel are unavailable.
• Answers questions about organization and provides callers with address, directions, and other information.
• Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel.
• Monitors visitor access and issues passes when required.
• Updates appointment calendars.
• Receives, sorts, and routes mail; maintains and routes publications.
• Maintains fax machines, assists users, sends faxes, and retrieves and routes incoming faxes.
• Prepares travel vouchers.
• Orders, receives, and maintains office supplies.
• Creates and prints fax cover sheets, memos, correspondence, reports, and other documents.
• Performs other clerical duties such as filing, photocopying, and collating
Bachelor of Psychology - Libyan Arab Republic - Garyounes University - 2008
Higher School Degree