Call Center Team Leader
Serco ME
مجموع سنوات الخبرة :12 years, 6 أشهر
• Assigning cases and managing about 20-25 members/tracers
• Monitor team members’ systems activity to ensure appropriate actions, compliance with corporate and regulatory practices, and data integrity and disposals of Data.
• Maintains communication with Supervisors, Trainers, Tracers and others to ensure timely and cost-efficient response via E-mails and Teams
• Updating the tracers of any new changes received for the submissions of data in Govt. Portal.
• Reviews errors and coach the tracers to improve and determine solution in face of aggressive cases. Reinforces training, counsels, and monitors staff to improve quality, productivity, and customer service.
• Dealing uncooperative an language barrier cases forwarded by tracers
• Liaising and reporting escalating cases related to Government organization.
• Organizing and compiling the daily report and submitting it to Supervisor and Manager.
• Customer Service Supervisor MAY, 2017 - Till Date Home Appliances/Supply Chain
- Receive order from the sales team in order to schedule the delivery . - Call customers for convenient delivery timing. . - prepare the delivery Note for the ware house for customer’s delivery.
- communicate with the delivery team and customers upon any delays and mishaps.
- Attending customer complains through call/emails and arranging the technician for services
- prepare monthly delivery and repairs reports for Manager.
• Customer Service Team leader - Support Nov, 2014 - April 2017
- Prepare Estimates and service reports for the clients . - Train and monitor the New joining Staff and provide them with needed support and help . - Set KPIs of the team’s performance, and timely targets
- Dealing with issues, Customer complaints
- Data processing and analyzing
- Preparing daily and monthly statistical reports to the direct manager “the service centre tech. Nical manager” and reports On the efficiency of customer service process and system - writing reports analyzing the customer service that company provides . - issuing refunds or compensation to customers
• Customer service coordinator - support Jan, 2013 - NOV, 2014
-Making a professional impression on customers (Visitors and callers). . - Receiving new Jobs for servicing, logging them on Oracle system, and processing the assigning.
- Meet customer’s enquiries, questions, and requests, by answering the incoming calls and . emails. . -Using Logical questioning skills in an appropriate manner to obtain maximum relevant informa . tion from the customer in minimum effective time
- Contact customers for Approvals, warranty follow ups, and updates.
- Coordinate and follow up, internally, between the service centre sections, and externally, with . Customers. Other Retailers, the showroom.
Installing and configuring computer hardware operating systems and applications to clients and within the organization and providing desktop, remote support and server support, Troubleshooting of Network & Systems through Microsoft Lynch and communicator.
Talking staff/clients through a series of actions, either face to face or over the phone to help set up systems or resolve issues and diagnosing and solving hardware/software faults and replacing parts as required
Providing support, including procedural documentation and relevant reports; providing support, including procedural documentation and relevant reports
Supporting the roll-out of new applications; setting up new users' accounts and profiles and dealing with password issues; and changing product attributes according to the customer needs.
Testing and evaluating new technology and Conducting safety checks on computer equipment
• Participation in National event of Techno Moot 2008, for a project display at COMSATS Abbottabad.