Bayan Essam

Call Center Agent at switch

• Iraq - Baghdad
• My current job since April 2019

Work at Iraq E-gate (SWITCH) for more than one year as call center Agent was responsible for
- 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
- 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
- Complete call logs and reports
- Other duties as assigned
- Inquiry data, entry data on Card Management system (Select system) and Archive system