Senior
vodafone egypt
مجموع سنوات الخبرة :3 years, 5 أشهر
Customer service field required to respond to customer inquiries and by research required information using available resources & must handle and resolve customer complaints, provide customers with product and service information and to complete the process must to enter customer information & follow up customer calls where necessary to achieve the success of the operation should be available knowledge of customer service principles and practices, knowledge of administration and clerical processes & relevant product knowledge.
* Customer Service Skills
>Listening
Active listening is vital to customer service. This type of listening involves restating the issue back to the customer which ensures the customer was heard and understood.
>Empathy
Empathy shows the customer that the representative understands the problems caused and the hardships it created for the customer.
>Courtesy
Phrases such as "please" and "thank you" show respect for the customer. Always treat the customer with dignity and respect; courtesy is a way to do this.
>Follow-up
When a customer has a request or needs a problem solved, let him know what the representative will do, who will take the next steps and what can be expected toward resolving the problem. Set expectations with the customer and fulfill those commitments.
>Availability
Customer service also consists of being available for the customers. The hours of operation for the company may need to be outside of the traditional workday in order to accommodate customers' requests.
As a telesales operator you'll be working in contacting potential customers by telephone. Your job is to try and persuade them to buy your company's goods and services, or at least accept a trial. You may also carry out market research.
the working day is spent on the phone making outgoing calls based on a script. During each phone call, you're likely to:
Describe the product benefits and any special offers.
Give advice about how these may benefit customers personally.
Persuade customers to accept a trial period or a visit from a sales representative.
Gather and document information about the customer.
Enter your notes into a computer, including dates for follow up calls.
Take orders and arrange for delivery and bills to be sent.
The work is fast paced and intense, and you have only a short amount of time to build rapport with customers and explain the features and benefits of the product.
*To be a telesales operator you'll need
>Excellent communication and listening skills
>A polite, confident and friendly manner
>Initiative
>Confidence using computers
>To enjoy working with customers and building relationships.
>A positive attitude.
>Flexibility and quick thinking.
>Perseverance and the ability to respect customers' answers.
>Good knowledge about all the company's products and services.
>To be well-organised and thorough, even under pressure.
>To enjoy working within a target-driven team environment.
>To understand and comply with the legislation relating to direct marketing.