Call Center Agent
Sutherland Global Services - Egypt
مجموع سنوات الخبرة :12 years, 3 أشهر
Sutherland - Du UAE Account
Consult with customers by telephone to provide information, take orders, answer questions and handle complaints. Place outbound calls, following a script to generate sales. Investigate and follow up on customer problems. Following up with customer inquiries, sending daily reports to team leader and supervisor, assisting new joiners following the privacy rules and safety protocols - striving to achieve the highest KPIs
Al Tayer Motors (Ford - Jaguar - Range Rover - Maserati - Ferrari)
Greeting Customers and VIP Visitors with highest standards, assisting with their visit concern and directing them to the suitable service adviser - carefully listening to their complaints and resolving their issues as per the rules and terms or redirect them to the Manager
- Reminding customers of their service maintenance appointments and service contract / warranty renewal dates - reminding customers of their bookings
After service quality check Surveys- answering phone calls for whole emirates - making daily reports and reporting it to service manager / area manager - making outbound calls. applying for weekly training for different car models (certificates available)
• Preparing training materials and presentations for new joiners and trainees both for the Meet & Greet and Customer Care Representative roles.
• Elected as Champion of the region to get the standard training material for the new Auto line system release and to be able to train and assist colleagues in Northern Reign (Sharjah, Fujairah and Ras Al Khaimah)
• Rated as highest call receiver over Whole UAE.
Supports and provides superior service via phones, e-mails and face to face as a receiver and caller and follow-up on customer inquiries and complaints that is not fulfilled or resolved on queue ensuring full customer satisfaction.
Provide quality, efficient customer service to internal and external customers.
Builds customer’s interest in the services and products offered by the company and offer cross selling and/or up selling the company’s solutions, products, & services whenever possible which will guarantee the business continuity and contribute in achieving profit share and raise up the Sales.
Maintains the required knowledge level of the company’s products, services, & solutions and stick to the agreed on formal information sources to ensure delivering full and accurate information to the customer.
Follows agreed on guidelines, policies & processes to ensure maintaining the customer’s data confidentiality.
Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the company’s financial position.
Recommends process improvements to facilitate the Customer care work and delight the customers
Providing services for international cruise lines companies, replying on e-mails on time 24/7, making annual schedule's, and making annual proforma. getting visa appointments for immigration officers & sea pilots, make Hotel reservations & typing letters for governmental authorities, preparing ship files & sending it to Shipping accountants, dealing with all nationalities rather on phones or e-mails .
as a second role in the same company
all secretarial duties - archiving- handling calls - data entry - managing schedules
being in charge of small groups of Tourists & showing them archaeological sites & Museums, taking them for lunch, shopping at bazars & taking them back on time to their Hotels, Cruise ships docking at the port or to the airport.
we had a 3 months trainee in the NATIONAL MUSEUM OF ALEXANDRIA how to make a speech in front of touristic groups, what should we know about Monument Restoration, what is our responsibility towards our Work Place & How to fix Information Labels & take notes about the real information & revise it.
Greek and Roman Archaeology and Studies
