call center agent
Orange
Total years of experience :5 years, 11 Months
Obtains client information by answering telephone calls; interviewing clients; verifying information.
Determines eligibility by comparing client information to requirements.
Establishes policies by entering client information; confirming pricing.
Informs clients by explaining procedures; answering questions; providing information.
Maintains communication equipment by reporting problems.
Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
Updates job knowledge by studying new product descriptions; participating in educational opportunities.
Accomplishes sales and organization mission by completing related results as needed.
Verbal Communication, Phone Skills, Listening, Data Entry Skills, People Skills, Informing, Customer Focus, Customer Service, Attention to Detail, Professionalism, Multi-tasking
• Call the customer to set a date for bill payment to avoid line suspension
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Call the customers to inform them to add data roaming package to avoid any extra charges on his bills.
• Send sms to the customers to remind them with their bill's amount.
• Suspend the customer line incase of any delay in bill payment.
• Analyze the customer profile as example :where he lives, whether he is committed to payment or not, have he paid a large amount before or not to decide whether to give the promise or not.
• Evaluate agents calls to avoid any miss handling & also to avoid any compensation due to informing customer with wrong information.
• Report back to my Team leader if there is any common mistakes that is repeated in the calls of the agents.
• If there is any contradiction in the information in the source of information that the agent use to inform the customer with details about any product or service so I start by sending email to CRM process which is concerned by that source to fix that problem so that the agent could inform the customer with the right information.
• If there is any service or product that we could add that could enhance the service .we can do that through sending an email with our suggestions to the CRM process& CRM commercial to see whether this service could be added or not .