Customer Support Assistant Manager
UBUY WEB DEVELOPMENTS
مجموع سنوات الخبرة :16 years, 9 أشهر
- Assisting in the formulation of targets for individuals and teams.
- Answering questions from staff and providing guidance and feedback.
- Anticipate escalation and take over calls when needed.
- Devise ways to optimize procedures and keep staff motivated.
- Ensure adherence to policies for attendance, established procedures etc.
- Keep management informed on issues and problems.
- Prepare monthly/annual results and performance reports.
- Circulates the room periodically every day to listen to conversations and provide instructions.
- Handles calls from customers who wish to speak to a supervisor for whatever reason.
- Provides helpful feedback and positive communication to motivate call agents.
- Work with management on refining and scheduling appropriate training sessions.
- Develop schedules with agents each month to ensure call center objectives are covered.
- Keep track of attendance, daily statistics, paid time off, sick time, etc.
- Improves quality results by recommending changes.
- Coordinate meetings, focus groups & coaching to improve performance.
- Enforce call center regulations and policies.
- Design and implement planning activities that ensure a successful operation.
- Develop, manage and motivate a strong, effective management team.
- Update personal knowledge of call center technology and make improvement recommendations.
- Ensure that customer complaints are resolved in a professional manner.
- Handle major incidents that cannot be resolved by agents.
- Communicate with customers via telephone, email and what’s up as requested.
- Ensure updating customers contact information whenever it’s possible to ensure having a clean customer’s database.
- Increasing level of customer’s interest in products and service.
- Personalize each customer’s call and ensure delivering exceptional customer experience at all times.
- Handle customer’s complaint and inquiries with most courteous way by applying best practices and adapting excellent soft skills.
- Provide employees with training based on company policies, systems, and routines for handling customer service requests, following prescribed training program.
- Trained employee on phone skills, etiquettes and soft skills.
- Trained new hire trainers and mentored them on training skills.
- Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization.
- Answering inbound calls as well as assist customers or future customers with their requests and inquiries.
- Review customer complaints and search for possible solution.
- Give information to the customers regarding their concerns
- Inform customers about their previous and current billing statements.
- Receive inquiry calls from customers.
- Review customer complaints and search for possible solution.
- Give information to the customers regarding their concerns
- Inform customers about their previous and current billing statements.
- Processes reservation by mail, telephone or reservation systems.
- Communicates reservation information to the customers.
- Working closely with the new team, photographers and editors
- Training staff to deliver a high standard of customer service.
- Strong decision making and analytical abilities.
- Call on policyholders to deliver and explain policy, to analyze insurance program
and suggest additions or changes, or to change beneficiaries.
- Seek out new clients and develop clientele by networking to find new customers
and generate lists of prospective clients.
- Explain features, advantages and disadvantages of various policies to promote
sale of insurance plans.
- Answers incoming telephone calls, determines purpose of calls.
- Answers questions about organization and provides callers with address,
directions and other information.
- Welcomes on-site visitors, determines nature of business and announces visitors to appropriate personal.
- Takes payments for services and products.
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