Customer Service Executive
Etihad Etisalat
Total years of experience :4 years, 1 Months
Ensure that all post installation queries, complaints and maintenance issues are dealt with in a timely and professionally.
Demonstrate a “can do” and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided.
Ensure that all calls to the Customer Service Centre are dealt with promptly, in line with agreed standards and targets.
Use all call handling procedures at opening, during the conversation, and while ending the call.
Adhering to the pre-set performance & quality KPIs as per the quality assurance guidelines.
Provide up to date, accurate, and appropriate information to customers.
Have full knowledge and ability to access all services, including translation services to help meet the individual needs of our customers.
Coordinate cases in an efficient and cost effective manner in accordance with company policies and procedures
Undertake any such additional duties that are reasonably commensurate with the level of this post.
Escalate cases and requests as per company protocols. Carry out any other reasonable duties as requested by the manager.
Daily contacting customer to inform them about a their service appointment using scripts - 150-200 calls daily
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
Maintains call centre database by entering information.