فادي الطريفي

 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.