Customer Service Representative
Total years of experience :1 years, 11 Months
Receive and process incoming phone calls for clients, which includes obtaining, entering, and
verifying customer information (e.g. names, addresses, credit card numbers, etc.), answering
questions, resolving issues, providing customer service, adhering to scripts, and attempting to
make up-sells.
• Ensure that calls are processes in strict adherence to established policies, procedures, and
quality standards, as well as any federal laws and regulations.
• Successfully complete initial on-the-job training, as well as any new product or on-going
training.
• Process incoming calls manually in the event of computer system failure; and ensure quality or
customer issues are escalated using established procedure and brought to resolution (e.g.,
chat, email, message boards, phone, etc.).
To resolve customer complaints via phone and email
KENNETH PARAISO
Reach out to customers and verify account information.
* Greet customers warmly and ascertain problem or reason for calling.
* Assist with placement of orders, refunds, exchanges; cancel or upgrade accounts.
* Take payment information and other pertinent information such as address and phone
numbers; provide company information & services.
* Answer questions and suggest solutions in relation to products and services.
* Inform customer of deals and promotions.
* Utilize computer technology to handle high call volumes.
* Compile reports on overall customer satisfaction.
Teletech
Provides employees with information related to HR policy application and answers all their
queries.
* Creates and maintains employee personnel files on SAP database and hardcopy personnel
records
o Important information includes assignment details and employee’s personal details
o Employee’s dependents details, records of employee’s educational qualifications
o Point of origin, permanent home address
o Passport and ID details
o Employment contracts
o And other relevant information as deemed necessary
* Register/ update/ cancel with AXA Insurance in Qatar
* Payroll Processing
Kenneth Paraiso Page 3 of 5
o Ensures claims/entitlements of employees are enters correctly as per HR Policy e.g.
basic salary, approved allowances, overtime payments when applicable and as
approved by the Overtime Review Committee.
o Arranges salary advances and reimbursement of claims
o Processes all kinds of loan requests from employees
o Ensures that all necessary documentation and approvals are complete and it is in line
with the HR Policy
o Prepares/compiles documentation for off-cycle payments to employees; payments
include reimbursement claims including unaccompanied freight for
mobilization/repatriation, furniture allowance and mobile phone.
* Assists employees in opening of new bank accounts for salary transfers and other financial
transactions
* Issues employee IDs, and conducts initial HR briefing as required.
* Processes employee termination
o Receives documentation
o Makes calculations for ESB entitlements
o Checks system for employees’ liabilities
o Prepares letters etc. for information to employees regarding their final settlement
o Inputs all such data and employees’ last working day information into the SAP
Database
o Informs Finance Dept. for payments etc.
* Prepares all kinds of letters/memos/reports for internal and external correspondence
* Prepares probation evaluation forms on a monthly basis for new employees and sends to
concerned line managers for evaluation feedback
* Participates in HR Administration projects as assigned.
* Managing & tracking incoming & outgoing documents
* Ensures that all actions are performed with proper authorization and documentation is
maintained as required by the Company’s recordkeeping policy
Information Professionals
and Troubleshooting
• Responsible for customer contact and following existing processes to open track and escalate
product issues.
• Escalate service and support issues to System Administrators
• Attend training as required
• Other duties as assigned including telephone answering of main number and transfer of calls
• Works with customer to troubleshoot issues and provide solutions and corrective actions.
• Works with development group to resolve issues and log products problems to be addresses
for customer specific issues.
• Ensure timely response to customer’s requests.