contact center representative
Syriatel Mobile Telecom
Total years of experience :1 years, 8 Months
1. Respond customer inquiries and provide customers with information about Syriatel offers, services and products through phone call or Syriatel Online Channels with excellent quality.
2. Handle customers' requests that are received through phone call, Syriatel Online Channels or Syriatel External e-mails in a timely and adequate manner.
3. Add / delete services according to customers’ needs within Syriatel policies.
4. Register customers’ complaints on the related system to be followed up by the concerned parties in Service Desk Unit.
5. Escalate and report the complaints that exceeded the defined timeframe or the wrong closed complaints to the concerned parties if the customer re-called the Contact Center.
6. Register all customers’ inquiries and suggestion on the related system.
7. Report all detected problems from the customers’ feedback or system errors to direct line of authority.
8. Promote Syriatel services to customer in an adequate way.
• Phone Call:
9. Follow up customer's calls when necessary upon the approval of Contact Center Head of Section.
10. Report all cases related to abusing calls.
• Syriatel Online Channels:
11. Call back the customers when required for getting further details about their requests.
1. Promote Syriatel Product and Services upon the preset Monthly target Plan.
2. Contribute in increasing brand positioning and popularity of Syriatel Product and Services.
3. Capture and report VOC (Voice of Customers) and complaints to Coordinator / Head of Section.
4. Implement marketing initiatives and promotional campaigns as per the agreed roadmap with concerned Marketing Department Units.
5. Help customers in setting and using value added services and mobile applications.
6. Support projects, events and indoor & outdoor promotions.
7. Implement and execute market surveys according to marketing detailed agreed plan.
8. Provide Geo marketing team with coverage complaints
9. Register daily visit data on the related system.
10. Provide feedback on services / products upon their use and experience to promoters Coordinator for enhancement.
-Sell boxes, key hangers with seashell at mother of pearl Inlay
shop.
-Register customer's request products.
-promote Ubbaha products.
-describe about the target of Ubbaha project.
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