Call center Team leader
Sidra Medical and Research Center
Total years of experience :13 years, 0 Months
• Provides statistical and performance feedback and coaching on a regular basis to each team member.
• Writes and administers performance reviews for skill improvement
• Be in charge of running and managing the call center daily
• Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center
Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs division
Obtains client information by answering telephone calls; interviewing clients; verifying information
Establishes policies by entering client information; confirming pricing
Determines requirements by working with customers.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
Responsibilities
Manage large amounts of incoming calls
Generate sales leads
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service team sales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolutionKeep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Making sure every customer who comes through the door leaves happy
Answering queries and offering information.
Gained a lot of experience in this job especially to be calm handle any bad situation
Assist customers with answers to queries, and proffer solutions
Answer, screen and forward any incoming phone calls while providing basic information when needed