Customer Service Representative
Fruitful Day
Total years of experience :8 years, 8 Months
Responding directly to clients' orders via telephone and social media
Preparing and maintaining correct and complete records related to work activities,
Providing high quality customer service to clients and maintaining their satisfaction level
As a Customer Care Officer I am responsible for all the inbound and outbound calls, arranging the appointment between the customers and our onsite team and the subcontractor as well, also part of my role is the quotation follow up, work orders which kept open but access required in addition to the call out for the customers to get the annual maintenance contract renewal, in addition to problem solving abilities.
providing assistance to customers, clients,
visitors and associates who approach the help
desk, and making certain their queries are
solved satisfactorily.
Route calls to appropriate resources
Document all call information according to standard operating procedures
As the job requires many competences, I, as a customer service officer with a four-year experience have the required abilities that make me suitable for the job. These include: the ability to work in a group collaboratively, excellent communication skills, patience in dealing with clients, ability to handling irritated customers, in addition to problem solving abilities.
providing assistance to customers, clients,
visitors and associates who approach the help
desk, and making certain their queries are
solved satisfactorily.
Route calls to appropriate resources
Document all call information according to standard operating procedures
Recognize, document, and alert the management team of trends in customer calls
Follow up customer calls where necessary
Handling daily operations and setting up assignments to the employees, training staff and evaluating their performance
Create an inspiring team environment with an open communication culture
Set clear team goals
Delegate tasks and set deadlines
Oversee day-to-day operation
Monitor team performance and report on metrics
Motivate team members
Discover training needs and provide coaching
Listen to team members’ feedback and resolve any issues or conflicts
Recognize high performance and reward accomplishments
Encourage creativity and risk-taking
Suggest and organize team building activities
Work closely with the team, motivating and coaching them
Hosting 1-2-1’s and team meetings
Keeping up to date with business development and new product lines
Reporting to the Customer Service Manager
Responding to all incoming calls and emails to the help desk
Answer incoming calls and respond to customer’s emails
Management and resolve customer complaints
Identify and escalate issues to supervisors
Provide product and service information to customers
Research required information using available resources
Research, identify, and resolve customer complaints using applicable software
Route calls to appropriate resources
Document all call information according to standard operating procedures
Recognize, document, and alert the management team of trends in customer calls
Follow up customer calls where necessary
High School