Customer Service
Directorate – iSON BPO Int’l Limited
مجموع سنوات الخبرة :7 years, 2 أشهر
Organize, manage and supervise a team of twenty (20) Customer Service Representatives (CSRs)
•Monitor the team’s performance with the use of effective and evaluative measures
•Coordinate the delivery of world class customer service by giving a professional touch
•Manage relationships with new & existing customers
•Plan, prepare and devise work schedules in accordance with budget and workloads
•Provide accurate product information and serve as a knowledgeable resource to CSRs
•Manage complaints & requests from customers and CSRs
•Escalate unresolved issues to senior management/personnel if required
•Handle training and development of each CSR within my unit
Built and supervised effective transactional relationships with all stakeholders (internal and external) which aided in the maximization of cross-sale opportunities of the organization’s products and services
•Delivered world class customer service experiences by cross selling with vibrancy and personal confidence
•Met and often times exceeded monthly performance targets which included quality, adherence levels and AHT
•Provided accurate product information and served as a knowledgeable resource for both customers and CSRs
•Managed daily client requests and enquiries and also, ensured issues are resolved promptly & accurately
•Collated customer feedback and troubleshot technical challenges experienced by clients. That helped to proffer appropriate resolutions that resulted into win-win situations and documented the interaction through contact tracking.
•Maintained a detailed knowledge of business processes and procedures
Collating of task questionnaires
•Editing of task questionnaires
•Data entry into the computer system
•Data evaluation
•Proper documentation
Seminar coaching on how to trade FX
Customers support
Coaching on use of indicators
Coaching on use of computer system and software
Printing, scanning and photocopying documents
Internet operator/coach
Computer coach : Microsoft office programs such as Microsoft Word, Power point and Microsoft Excel
Assisting also in troubleshooting the computer system and its various peripherals
Documentation and accountability of daily, weekly and monthly sales