Front Office Coordinator
Gargash Insurance Services LLC
Total years of experience :15 years, 9 Months
-store, manage and track company documents
-scan, organize and maintain documents, adhering to the company's document lifecycle procedures
and archive inactive records in accordance with the records retention schedule
-receive and process Requests for Information, or RFIs, from employees or clients and maintain the requests via tracking logs
-assist with file migrations and audits, and perform administrative tasks as needed.
-sends, receives, distributes and tracks documents
-checks for accuracy and records data about the documents and their storage
-monitor deadlines, audit information, research and answer queries
-create reports and contribute to project or department meetings
• Assist customers In all technical/functional aspects relating to Ventures Onsite Projects Database.
• Answer phone calls/emails/faxes and letters for Ventures Onsite chat service and provide excellent client support in a timely and efficient manner
• Assist clients to efficiently use the product and making sure clients are using it in the most effective manner.
• Provide problem analysis and resolve client issues
• Maintain close relationships with customers and team members.
• Assist team members with any problem issues.
• Document information and data which may be helpful to other team members and customers
• Perform other related tasks as assigned
• Focus on providing quality customer service
• Ensure accurate call comments are entered and appropriate information is provided in escalated calls.
• Ensure call standards are maintained with respect to greeting, problem Identification, proposed
Solution and conclusion.
• Collaborate with team members on knowledge transfer, support policies, procedures and standards
• Assist the Research Team whenever required In collecting Information.
• Provide training to clients on site usage if required.
•Receives and process incoming phone calls for dedicated clients, which includes obtaining, entering, verifying customer information, adhering to scripts, and attempting to sell products or make up sells.
•Initiate outbound phone calls to customers if technical problems incurred during the customer’s initial call.
•Ensures that calls are processed in strict adherence of established policies, procedures, and quality standards as well as any federal laws and regulations.
•Configures Microsoft Outlook, fix computer issues and internet issues.
•Receives and handles routine inbound customer telephone calls.
•Uses available computer system and/or online application access information needed to assist the customer in as little time as possible.
•Ensures customers are satisfied with the action taken to bring closure to the call; solicits for additional service requests
•Follows up required after calls to execute agreed upon actions
•Documents pertinent facts surrounding the customer call in the computer system to maintain accurate account history.
•Monitoring CS agents for quality assurance and manages team in the absence of the Supervisor
•Receives escalation calls for unresolved customer issues or supervisory calls in the absence of the Supervisor
•Ticket bookings
•Airline seats reservations
•Assist customers with airline inquiries like baggage, ticket cost/rates, etc.
•Strictly follows KPI(Key Performance Indicator) (targets, AHT, etc., ) for the excellent customer service provision
•Maintained a close liaison with customers on issues relating to bookings
•Monitored and communicated airline schedule changes and flight cancellations.
•Handled internal and external calls, offering the highest level of customer service.
•Operational knowledge of native SABRE
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