Specialist in Network Service, Customer care
Jazz Telecom
مجموع سنوات الخبرة :7 years, 6 أشهر
• Identifying/Tracking and Catering Customer Complains, Queries and Service Requests through different channels, primarily Helpline 111/777, E-care and Social Media.
• Correlated to Network, Coverage fluctuations, Quality of Service, Cellular and Data Complaints, Mobile Financial Services/Jazz Cash and Credit Adjustments.
• Flourish a proper resolution by compiling, rerouting complains/Queries to various levels of departments, including Finance, Marketing, Business and Technical Support, Credit Control, Front Desk Teams and Key Accounts Managers etc. Using technical, organizational, and customer knowledge to assist them in reincorporating Jazz products, offers and services in a highly superior manner.
• Directly related to Accounts Management, work orders creations, corporate clients and customer facilitation.
• From Contacting Customer: explanation to, demonstration of all the benefits of Jazz Mobile and internet/data products /Orders placement and follow up on deliveries with clients/companies.
• As a Mass Recovery Executive I am related to:
• Call customers and ascertain what customer query /complain is about
• Analyzed the results and recorded the fluctuations in the computed values as compared to the standard values/SOPs
• Describe/ discuss the query and explain its practice, consumption& operation to customers.
• Providing critical information to all parties involved and following-up with departments to avoid any delays in customer resolution
• Recommend, select, and help locate or obtain Services /Products based on customer requirements.
• Maintain records of applications & documents collected from the customers, assessing all information.
• Serves as a basic point of contact for customers with complaints, queries, request, feedbacks etc
• Prepares daily reports on the daily activities of Customer Care team
• Ensures that all the request, queries and complaints of customers are responded in a timely and professional manner
• Responsible for proper scrutiny and recording of the complaints received from customers
• Conducts research and complies answers for informational request from external customers
• Experience of working in a qualified & competitive Back office atmosphere with an achievement of attaining daily targets of resolving customer complaints, queries and interrogations with regards to networks /services & devices.
• I would sum myself up as committed customer support executive, Network administrator, and a communication expert by utilizing my good communication skills, relationship management expertise, proponent of technology, technically sound, self-motivated, and an adaptable Customer Relations Executive.
• I am confident that, with my educational qualification, skills and experience, I would be found valuable to your company and my quality service background will allow me to contribute efficiently to the business.
International Ceramics Ltd. Pakistan Nov 2009 - May 2010
Assistant Manager Customer Relations
• Working as Assistant Manager Customer Relations for commercial team of ICL.
• Maintaining the flow of production so that supply and demand could be under close monitoring and control.
• Closely work with the Market Intelligence team for various studies and market intelligence for identification of customer satisfaction.
Al-Miraj Impex Lahore Aug 2009 - Oct 2009
Internship
• As an internee I worked in all segments of the company in which the manufacturing of Yarn, fabrics, Woven Fabric, Cotton, Polyester products are included.
• Monitor change in market trends, projected trends and business analysis.
• Promotional techniques to promote the products
• Marketing techniques to deliver the product to its potential customers.
Al-Qudoos Tijarat Lahore
Account Manager Nov 08 - June 09
• Maintain records of customers.
• Handle customers and also talk to them about their required products.
• Motivate them to buy the specific products.
• MBA (Marketing) University of Central Punjab Lahore (2010-2011)
• BBA (Hons.) (Marketing) University of Central Punjab Lahore (2005-2009)
• HSSC - Pre Engineering Punjab College of IT (2003-2005)