technical executive
OSN
Total years of experience :3 years, 0 Months
Responsible for customer contact and interface via telephone, internet and text messaging service. \n Answering inbound calls in a positive professional manner. \n Log requests promptly and follow up to ensure both timely completion and customer satisfaction. \n Providing personalized customer service of the highest level and ensures full customer satisfaction by resolving issues expeditiously. \n Updating the existing customer database with contact information and status of each customer along with records and maintains customer interactions in company database. \n Liaising with other departments to ensure customer calls are addressed within the time frames provided to the customer. \n Analyze the various parts of a problem properly and develop logical solutions. \n Managing difficult customer situations, responding promptly to the needs of the customer, soliciting feedback to improve service (i.e.: Suggestions, complaints etc…) and respond to requests for service and assistance. \n Meet the changing demands of the work environment; coping positively with any delays or unexpected demands. i.e. Broadcast changes, re-branding, Technical service failures, O.T.A. software uploads, business rule changes \n Using best practice customer service techniques, walking side-by-side with customers as problems are solved, exceeding their expectations. \n Handling feedback/complaint/call back request emails from customers/regional dealers and dispatching the same to the concerned departments/Individuals. \n Conduct training sessions for junior agents (newly hired) on all Standard operating procedures/business rules, basic technical information/guidelines and the use of internal tracking system (IBS/GINI) \n \nReporting to: Regional Resource Manager.