Blackberry Support Agent / Customer Care Representative
Mobilink
Total years of experience :4 years, 5 Months
Training of newly hired individuals
Meeting all KPI’s on daily bases as set by the Department
Productivity and quality of company is ensured by achieving high customer satisfaction, high quality service delivery and First Call Resolution (FCR)
Awareness is being created among the customers and promote IVR / Self-service tools’ usage to provide low cost automated services
A strict adherence to shift and break schedule as communicated by the operations department
A strict compliance to company/divisional policies, plans and strategies to achieve company/divisional goals along with complete understanding of Code of Conduct
Gather customer’s concerns/suggestions, ensure that customer’s voice is being channeled to the right place and follow up
Ensure that customer queries generated by him/her should be resolved in the specified Turnaround time (TAT) by following up on service requests
Participate in all team meetings and team building/Motivational exercises on periodic basis
Contribute to manage team objectives through team work
