Hala watani phone officer
National bank of kuwait
Total des années d'expérience :19 years, 6 Mois
Customer Service:_
◦Respond to all incoming customer calls promptly
The ideal candidate will have a_proactive approach to problem solving and be someone who takes delight in assisting customers to an exceptionally high level._ You will be communicative (written and spoken), numerate, _highly organized, a strong team player and be able to handle busy periods with a smile and an air of confidence._ You will be seen as someone who constantly displays high levels of Trust, Empathy and Agility in all dealings with both customers and colleagues.
Accountabilities:-
•Customer Service:
•Respond to all incoming customer calls promptly, displaying curtesy and professionalism.
•Meet the bank's high standards of customer service and focus by delivering high quality customer service and exceeding satisfaction goals with every customer contact.
•Cross Selling:
•Maximise cross selling opportunities by pro-actively informing customers of products and services available from national bank of kuwait
•Outbound Calls:
•As directed by management, in line with contact center targets, to ensure repeat and new business customers.
•Customer Records:
•Create, update and maintain relevant customer records ensuring that data is recorded appropriately
•Corporate Governance & Compliance: Work fully within:
•Risk policies and procedures
•All compliance regulations
Traninig:
Making training for new agents for customer service skills (soft skills).
Making tranining for new agents for some product knowledge and follow up proccess.
-managaing shifts for agents
-troubleshooting wireless connection with customers.
-suggest new ideas for better work experince.
-arranging site visit and follow up with tech.
-handling orders from sales and enter it on system.
-coordinates with NOC about cases opend for customers and followup with customer outbound calls.
-full knowledge about product and services and explain it to customer.
-create with supervisor the knowledge base portal for easier way to agents
Facilitate, solve, interact and provide a high level of customer service that would exceed customer expectations as well meeting the departmental goals.
Evaluate customer concerns and resolve problems towards customer satisfaction.
Greet customers in a courteous, friendly and professional manner.
Secure customer satisfaction in every interaction in a professional manner.
Stay updated on products, services, promotions, procedures and terminology for all ZAIN touch points and third party services.
Suggest sales to customers by introducing products (especially new products).Own and manage the customer relationship, resolving calls in an efficient and timely manner.
Fulfill individual and team based performance parameters (KPIs).
Full utilization of all system functionalities.Contribute to a continuous maintenance and optimization of processes and procedures.
• Establish, create and develop new CRM systems or programs related for Customer relationship enhancement.
• Support the Sales, and marketing departments’ activities such as launching new models or forums to enhance customer satisfaction.
• Make sure of handling customer complains properly in coordination with all particular departments.
• Review & monitor the segmentation results, identify the opportunities, and set an effective action plan to improve customer relationship accordingly.
• Monitor the software programs operation to serve for all departments ‘activities such as reminder calls & feedback programs, and make sure of running all operational functions properly.
• Assign, supervise and review the activities of department staff, coach & give feedback related to their performance & prepare the performance reports required.
• Prepare all analysis reports required, identify the needful solutions whilst better service are given to gain customer satisfaction.
• Identify the training needs for the CRM team, and conduct the needful courses as per possibility.
• Coordinate with Marketing department for new customer acquisition, and make sure of implementing needful issues with all team.
Customer care activities to cover all customer interaction aspects focused on:
Confirmation of Provisioned Service
Modems configuration & testing
Proactive response to all client’s inquires, during the various stages of the contractual period
Handling operational complaint received by all media
Handling non-operational complaints received by all media
Proactive response to all inquires (Prices, Showrooms’ addresses.. etc.)
Receiving inbound calls and handle customers requests and inquiries.
Handling the complains and unsatisfied customers professionally and promptly way.
Searching in-depth to resolve outstanding issues.
Make outbound calls (telemarketing) to customers to convince them about our product, update them about their queries.
*Acting as a team leader tasks:-
Handle daily and weekly schedules for agents (shifts, breaks and Sick leave).
Monitoring and Maintain agents phone calls to guarantee a good quality Assurance and highest customer services.
Implementation and developing of the team and applying the plans as directed from management.
Provide support for the team related to customer queries to complete the target of exceptional customer experience.
Build a strong communication between the team to make them holding together to add more values for company.
Assist The customers and the operation stuff for any Urgent tasks as needed.
Assist the Team directly if any problems immediately happened.
Decide to move agents between the projects depend in the agent evaluation.
Evaluate the agent by reports in daily basis to define his performance.
Making sure all the activates done probably according to standard quality and performance measurements.
Meet the dead line time from the Management in different tasks.
Realize the responsibly in effective manner according to the company policy to complete the objective of that position.
Handling the training for the new and current employees
(Microsoft office package, Customer Service and Telemarketing).
Handling and Managing Many agents in many work industries :
(Real estate, Cars, Investment, Educational and airlines). With a previously trained.
-Outside company: Handling the Projects implementing and installing the new CCTV cameras and Finger print systems.
a Troubleshooting the Cameras and fingerprint systems in different locations.
-Inside Company: Handle all type of issues related to computer which may lead to hardware and software changes.
-Cooperate with the IT team to solve whole the problems with server and internal network.
-Handle all type of issues related to office management (memos, meetings).
- Handle the entire student work like (exams, materials, attendance, absence, warning and graduate certificates).
-Arrange the priorities between 5 teams (type exams or material or certificate prepare).
-Assist operations personnel with immediate occurrences as needed.
Taking care of managing the exhibition.
Receiving the new items for the exhibition from the store.
Good communication and selling skills with customer.
Responsible every year for stocktaking.
Mailing the reports for the owner day by day.
Undergradute 2nd year