Customer Care Executive
Sharaf DG LLC
Total years of experience :19 years, 2 Months
Warranty Claim Processing:
a. Record, check and process all claim information in line with manufacturer conditions.
b. Process and reconcile claim settlement paperwork received from manufacturers and
Concessionaires.
c. Investigate and query unsettled and short paid claims and assess their causes.
d. Record, supervise and control the systems for parts returns and inspections.
e. Control the system for the receipt and recharging of specialist repairs.
f. Making daily refund / exchange report and forwarding it to the customer service manager.
Customer Service and Satisfaction:
a. Help to ensure a customer-satisfying level of service in respect of warranty work
Performed.
b. Explain warranty conditions and procedures to customers to avoid misunderstanding
and conflict.
c. Ensure that correct charges are made as appropriate on goodwill claims.
KEY TASKS AND PERFORMANCE OBJECTIVES
1 Monthly collections via telephone from delinquent customer’s in North America.
2 Responsible for the debtors book
3 Ensuring that payment terms are kept minimal
4 Managing arrear accounts
5 Preparing accounts for legal handovers
6 Liaising with sales team on any queries
7 Account reconciliations
8 Following up on unpaid debit orders
9 Weekly cash flow forecasting
10 Build relationship between clients/colleagues/departments/branches/business
partners/dealers
11 Maintain active accounts up to suspension
12 Adhoc - Ensuring that invoices are sent to clients
KEY TASKS AND PERFORMANCE OBJECTIVES
• Support and provide superior service via phones, e-mails and faxes as a receiver and caller
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Understand the impact of attitude in handling calls professionally
• Effectively deal with job stress, angry callers, and upset customers
• Use the most appropriate way to communicate with different behavior types on the telephone.
• Apply the elements of building positive rapport with different types of customers over the phone.
• Apply the proper telephone etiquette to satisfy various customer situations.
• Apply appropriate actions to effectively control a telephone call.
• Identify voice skills and how to enhance a good telephone presentation.
• Meets commitments to customers
• Other duties as assigned.
• Display Time flexibility towards shifts as per work floor requirements
Working for a telecom service provider in an inbound call center and answering calls from customers regarding there complaints and requests related to the service.
Graduate from University of Delhi in Arts stream.
