Contact center coach
Kout Food Group
Total years of experience :3 years, 5 Months
Providing coaching and support to Customer Service Representatives and maximizing the performance and effectiveness of the teams. Working closely with the Customer Service Management Team and the Training function to ensure the appropriate coaching solutions are implemented, and contributing significantly to the development of a "coaching culture" within Customer Services.
•Promote new products, services and inform customers with our new Promotions while adhering to the companies’ policies & procedures.
•Handling customer calls, inquires, requests and complaints.
•Escalating customer issues and complaints to the concerned teams.
•Follow up customer’s related cases & feeding back customers with the final status.
•Deal with customer complaints using (LAST) Listen Apologize Satisfy and Thank customers.
•Dealing with an average of 250 calls daily.
•Taking customer orders through the available systems and provide them with needed info related to
the company brands.
•Multi-branded.
•Met and exceeded customers expectations.
•Promoting company products and achieving the set targets.
•Ensuring that all individual targets and KPI’s are consistently met or exceeded, and understanding the relevance and impact of those factors on the team’s overall performance.
•Providing customer satisfaction to both internal and external customers and strives to continuously improve service delivery over the phone according to company policies.
•Supporting and providing superior service via phones, e-mails and faxes as a receiver and caller.
•Making decisions within monetary grant of authority to resolve customers’ issues and complaints.
•Ensuring that all individual targets and KPI’s (Key Performance Indicators) are consistently met or exceeded, and understanding the relevance and impact of those factors on the team’s overall performance.
•Maintaining proper behavior, discipline, and punctuality.
•Ensuring that all confidential information pertaining to company or individual customer coming into ones possession, is not disclosed or revealed to unauthorized person or agency .
•Maintaining proper behavior, discipline, and punctuality.
•Handle Customer inquires based on a high quality of service.
-To respond to customers’ contacts (phone, e-mail, fax & SMS), register their requests and respond to their inquiries as per company standards; and ensure providing excellent customer service and convenience to our customers.
-Major duties include but not limited to,
• Handle Incoming Phone Calls.
• Resolve standard customers requests and route issues that require follow-up to Customer service Team.
• Communicates customer inquiries/messages/feedback to teams and sales owners.
• Provide satisfactory service to customers.
• Assist customers with shipment retrieval.
• Explain Aramex as well as Shop and Ship services and products.
-Major: Applied English (English Language and Linguistics / English For specific purposes) *Principal subjects / occupational skills covered: #General English (Applied Linguistics, Sociolinguistics, Phonetics, Semantics, Literature, Discourse Analysis and Translation) #English for Purposes of Politics, Public relations, Commerce, Media, Aviation, Tourism and Hotels.