Executive Assistant To The CEO
Parasol Fragrances DMCC
Total years of experience :16 years, 3 Months
Answer inbound calls within guidelines/goals established by the client and contact center management.
Consistently achieve service quality score goals to meet client and customer satisfaction goals.
Opens customer accounts by recording account information.
Maintains customer records by updating account information.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Representatives are required to upsell and make save offers with each customer interaction. This is a customer service and sales based campaign.
Other duties as assigned.
Answer courteously inbound calls and respond to customer inquiries.
Provides remote telephone and e-mail technical support and assistance for internal and external customers.
Maximizes the number of resolved incidents at first line without referral and to enhance customer satisfaction.
Registers, owns and manages all incidents and service requests.
Works in a highly pressurized environment while effectively communicating with customers, maintaining enthusiasm, and displaying sound judgment and common sense.
Monitor real time queues and identify high risk transactions within the business portfolio.
Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks.
Identify fraudulent transactions and cancel them from further processing.
Resolve queued transactions within the service level agreements to reduce potential revenue losses.
Interact with banks and customers to validate information and to confirm or cancel authorizations.
Monitor constantly customer and transactional records to identify unauthorized transactions and fraudulent accounts.
Ensure confidentiality of all information collected during investigation.
Recommend new software tools used for fraud detection, prevention and reporting activities.
Generate suspicious activity reports and risk management reports for Managers.
Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Opens customer accounts by recording account information.
Maintains customer records by updating account information.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Maintains financial accounts by processing customer adjustments. Recommends potential products or services to management by collecting customer information and analyzing customer needs. Prepares product or service reports by collecting and analyzing customer information. Contributes to team effort by accomplishing related results as needed
Representatives are required to upsell and make save offers with each customer interaction. This is a customer service and sales based campaign.
Other duties as assigned.
Perform diverse secretarial duties and administrative functions requiring confidentiality, initiative and sound decision-making for a manager or a team of principals.
Rely on excellent organizational skills and the ability to effectively handle multiple priorities.
Adapt procedures, processes and techniques to the completion of assignments and in line with the department's activities and goals.
Duties may be expanded to include coordinating meetings, coordinating travel arrangements, preparing presentation materials, ordering and maintaining supplies, submitting expenses and/or review incoming correspondence and prepare responses.
Exhibits increased proficiency in duties and expanded knowledge and application of software packages.
Knowledge of general office procedures (e.g., filing, correspondence, scheduling)
Provide the client with support/information
Liaise with Relationship, Product and Operations Managers regarding service issues.
Understand clients’ business to help identify solutions, client efficiencies and cross sell opportunities.
Identify opportunities for product development and enhancement, and process improvements.
Eliminate exceptional and manual processes.
Manage one-off projects as they pertain to specific client issues and products.
Run Service Quality Reports and use the data to understand and analyze client's payment activities, patterns of client enquiries, opportunities for increasing client's straight-through rates.
Advise clients on and assist with incremental account set up and operational procedures and liaise with Implementations to ensure these accounts set ups are correct.
Manage risk through close attention to client overdrafts, unpaid bills etc and, escalate risk related issues to appropriate parties as required.
Record client interactions in Service Portal (e.g. calls, issues, proactive communications etc)