Customer Service Agent /Trainer and Quality supervisor (Argos/Cosmospace)
Argos Cosmosapce
مجموع سنوات الخبرة :14 years, 5 أشهر
•Help and orient clients especially those who needs psychological support.
•Gather customer’s information and determine the issue in order to give the right advices.
•Try to win clients confidence in order to make them realize their real values.
•Ability to resolve the most prominent customers’ queries.
•Minimizing customers’ and escalated complaints through supervising and assuring good quality of messages for customers.
•Ensure proper escalation to any complaint, to avoid any delay in progressing and resolving customers reported complaints.
•Complete a full training for the new stuff and make sure by the end of the last session that practice have be done in order to ensure good performances with customers.
•Supervise Quality interviews with existing stuff to avoid complains or treat the one existing with their attendance and mainly make sure that it will not happen again (giving warning letter if necessary)
•Organize weekly/monthly training by groups for all stuff in order to improve their skills and encourage them to work further (taking record or their message treatment as example)
•Assist to Group discussion about the possible existing ways to have better team results (in terms of quantity and quality)
Provide technical assistance to the clients in case of difficulty in using products or services of the company.
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
Diagnose and resolve technical hardware and software issues involving receiver connectivity and malfunction.
Assign complaint ID and inform the customer regarding approximate time needed for the resolution of the problem.
Ability to resolve the most complex technical errors and deliver quality.
Minimizing customers’ and escalated complaints through providing professional service & first level Technical Support.
Ensure proper escalation to any unresolved complaint, to avoid any delay in progressing and resolving customers reported complaints.
Handle clients' complaints, questions and inquiries concerning billing, products, equipment, claims, services and reports problem areas with the utmost degree of professionalism and courtesy with an aim to resolve issues of the customers within one call.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
Accurately process and record call transactions using a computer and designated tracking software.
Welcomes and greets patients/clients/visitors to the department in a manner that is helpful and friendly; determines purpose of visit and direct patients/visitors to appropriate person or department
Performs day-to-day administrative functions and general office duties including but not limited to word processing, copying, emailing, filing, answering phones and data entry (prepare sickleave as per patient request, reports..)
Provides information to Clinic callers according to the Clinic’s Policies and Procedures; transfers calls as needed; works with all reception team to ensure adequate phone coverage at all times.
Schedules patient flow to clinic based on predetermined appointment arrangements to allow the clinic to serve an adequate number of patients as established by grant requirements.
When scheduling appointment, carefully screens patients for new address, new patient visit or update registration and informs patient of adequate information that must be presented at time of visit.
Maintains patient waiting areas, office files, and front-desk areas in a manner that is organized and neat.
Informs patient of any existing balance noted in computer and request patient be prepare for any payment due at time of visit (Collect patient payments, record them in a database and provide receipts to patients)
Calls patients daily to confirm next day’s appointment (reschedule them in case, send message with location and send a reminder to those who did not answer)
Exercises problem-solving and conflict resolution skills when handling patient complaints; refers patient complaints to appropriate designated personnel as needed.
Performs other duties as may be required (translation to Arabic people)
Answers the phone while maintaining a polite, consistent phone manner using proper telephone etiquette
Registers new patients and updates existing patient by collecting detailed information including personal and medical background.
Facilitates patient flow by notifying the doctors about patients' arrival, being aware of delays, and communicating with patients and clinical staff
Responds to patients', prospective patients, and visitor inquiries in a courteous manner
Pay attention to all details and answer all patients ‘enquiries about plastic surgeries, hair transplant and laser/skin care ( over phone calls, mobile calls, whatsapp, email and face to face)
Call not contacted persons on zoho in order to answer their enquiries and mainly try to convert the call into upcoming appointment.
Call back the no reply persons on zoho, send them whatsapp in case no answer again.
Do follow up with patients who came for consultation (to get their feed back) and re-contact the no-show person to reschedule them
Coordinate with the doctor about upcoming surgeries and contact the hospital to book (make sure about date of surgery to send blood test, collect the full payment one day ahead the date and give the patient full post surgery information)
To maintain excellent customer relationships and to ensure high levels of client satisfaction.
Reinforce, improve and innovate in sales strategies plus up sell current product.
Demonstrate integrity, honesty and knowledge to promote the vision and values of the brand.
Merchandising and attending training related to new products and sales strategies.
Achieve monthly target.
Enhance team work spirit for better sales result (have common goal to achieve showroom target)
Papers work (order stock and testers)
Help staff and promoters to boost their sales by using new strategies
Manage all communication with existing client to maintain long term relationship through various modes such as telephone and e-mail
Maintain effective communication with customers and feed back to Sales Manager to re-align company sales strategies accordingly
Provide after sales service to customers
Supervise daily operation and ensure achievement of sales target and recommend solutions to enhance company’s profit.
Develop strategies to achieve personal sales targets and motivate associates to optimize sales performance.
Train and guide sales staff to focus on company sales strategies.
Manage all communication with existing client to maintain long term relationship through various modes such as telephone and e-mail.
Maintain effective communication with customers and feed backs to Sales Manager to re-align company strategies accordingly.
Follow up customers once the sales is done
Motivate the stuff and get it to work as unit
Maintain and develop relationships with existing customers in person.
Reinforce the sale strategy to boost the new and old products.
Responding to phone enquiries and take orders.
Liaising with office and other stores to check the progress of existing orders.
Recording sales and order information and sending copies to the sales office, or entering into a computer system.
Fill up papers work such as DSR, Daily Banking Report and other papers. Helping in inventories, merchandising and attending training related to new products and make up...
Attending team meeting and sharing best practice with colleagues.
Provide administrative support for various divisions such as answering telephones, assisting visitors and resolving a range of administrative problems inquiries.
Help The HR Assistant to Maintain employees files updated as well as the data base on the system.
Schedule and coordinate meetings, interviews, appointments for the General Manager.
Create a computerized customers/suppliers/retailers data base
Open, sort, and distribute incoming correspondence, including faxes.
Assist the Sales Manager in order to follow up existing offers.
Assist the Customer Services Manager in organizing technicians’ schedule and follow up with them the maintenance and installation of the machines.
Dealing with customers complains and giving them the right solution for their queries.
Explain products features to them.
Collection
Follow up calls by sending emails
Take in charge data capture
Operate photocopiers, fax machines, and other office
Equipment; prepare mailings and proofread documents.
Answer telephones and deliver messages.
