Call Center Executive
Adecco Middle East
مجموع سنوات الخبرة :19 years, 4 أشهر
• Sell MetLife Insurance to customers.
• Answer the queries of the clients through different channels, such as emails and phone calls.
• Provide a professional, efficient, accurate and customer orientated service in line with agreed standards and processes. Prioritizing workload as required and ensuring all calls, chats, and tickets are dealt with appropriately to guarantee client satisfaction.
• Liaise with departments across different entities to ensure the client requests are processed.
• Manage all client complaints in a highly proficient manner, resolving all issues within reasonable time.
• Communicate even complex concepts in clear, simple, and easily understandable terms.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Build a good relationship between patients and healthcare personnel.
• KYC & Regulatory compliance and New Corporate On-boarding.
• Expressing empathy and understanding of the issues encountered by patients with care needs and support the patients to have a peaceful stay at the hospital.
• Handling corporate ties ups for Master Health Check Up and requirement for medical care.
• Assign tasks and implementing innovative marketing strategies.
• Responsible to drive sales growth and sustain long-term profitability by establishing and retaining a life-long relationship with existing and new customers.
• Answer the queries of the clients through different channels, such as emails and phone calls.
• Provide a professional, efficient, accurate and customer orientated service in line with agreed standards and processes. Prioritizing workload as required and ensuring all calls, chats, and tickets are dealt with appropriately to guarantee client satisfaction.
• Established a relationship the Client to increase the business and key factors influencing their requirement.
• Develop customized, cost-effective power backup solutions for the client at a very subsidized cost.
• Sell power backup solutions and services to B2C and B2B.
• Identify, contact and build relationships with prospective customers through a combination of telephone and networking and New Customer On-boarding referrals to obtain appointments.
• Effectively handled business (Retail, Customer service, collection and sales) activities for Coimbatore, Tirupur and Erode Zone in achieving AOP by 200%.
• Awarded the best retention manager across the south zone.
• Led sales through channels and achieved the targets set by the company.
• Handled a team of 60 executives on their day-to-day activities.
• Liaise with departments across different entities to ensure the client requests are processed.
• Manage client complaints in a highly proficient manner, resolving all issues within reasonable time.
• Managed the KYC & Regulatory from government at 100% compliance.
• Responsibilities include addressing customer escalations from the agents over phone viz. sales, service, KYC and billing.
• Communicate even complex concepts in clear, simple, and easily understandable terms.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Focused on maximizing the customer’s experience.
• Handled dealer dissemination, briefing and training Front End Executives & Field Executives on new products and processes.
• Manage and control Churn through reactivation & proactive measures.
• Adhere to 100% QA process, SLA’s, guidelines, audits along with maximum error eradication for better C-Sat scores.
• Increased Subscriber Base and Revenue by 120% month on month.
• Handled Corporate Relationship, Service & Sales, and Customer Life Cycle Management.
• Communicate even complex concepts in clear, simple, and easily understandable terms.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Leading a team of 16 Voluntary and Involuntary retention executives.
• Responsible for providing end-to-end services to the HNI (High Net worth Individuals) and corporate customers, which include service activation, collection, customer acquisition and account management with a base of 5850 subscribers.
• Act as the single point of contact for the delivery of services to customers.
• Achieved growth in business by reaching target (acquisition targets of 104% during the period of Apr’06 to Jul’06 and achieved 100% of collection during Mar’06 - Jul’06).
• Undertaking up-selling and retention activities for enhancing the platinum base revenue by increasing the billing revenue to the tune of 5% per quarter.
• Successfully handled Retention, Relations for HNI & SME as Retention & Relationship Manager in BPL Mobile, Tirupur and Coimbatore.
• Managing the overall collection of the platinum subscribers with a base of 1093 subscribers and billing of 2.2 million per month.
• Liaise with departments across different entities to ensure the client requests are processed. Manage all client complaints in a highly proficient manner, resolving all issues within reasonable time.
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