Technical support adviser
RAYA contact centre
Total des années d'expérience :12 years, 4 Mois
Technical support agent at "Raya Contact Center" Egypt campus then by 5/2015 the company's new site in Dubai UAE was launched and I relocated to this site since then, Handling Etisalat UAE. Clients for all home and mobile services
Universal account advisor serving customers through all Etisalat U.A.E products and services GSM and fixed lines Dubai, UAE campus.
Roles and responsibilities:
- Facing problems with customers over the phone to figure out the problems and resolve it.
- Communicating with residential, enterprise and corporate customers.
- Analyze confronted problems, contact with responsible department able to solve it as soon as possible to Reach the customer satisfaction.
- Troubleshooting different types of internet services ADSL, FTTH (fiber optics), IPTV Services, 3 and 4G services, Cable modems, WIMAX services.
-Work closely on Knowledge base Website & Quality Assurance to achieve customer satisfaction by feeding back and resolving customer concerns.
-Conduct training for new upcoming promotions to contact center Members, team delegate for all project metrics and K Pi's
-Running all daily and monthly reports for team figures and numbers which will lead to design appropriate action plan for all team members to achieve monthly objectives .
Roles and responsibilities:
- Present and sell company products and services to current and potential clients with in US, European and Asian markets.
- Prepare action plans and schedules to identify specific targets and to project the number of contacts to be made.
- Follow up on new leads and referrals resulting from field activity.
- Identify sales prospects and contact these and other accounts as assigned.
- Prepare presentations, proposals and sales contracts.
- Develop and maintain sales materials and current product knowledge.
- Establish and maintain current client and potential client relationships.
- Prepare paperwork to activate and maintain contract services.
- Manage account services through quality checks and other follow-up.
- Identify and resolve client concerns.
- Prepare a variety of status reports, including activity, closings, follow-up, and adherence to goals.
- Communicate new product and service opportunities, special developments, information, or feedback gathered through field activity to appropriate company staff.
- Coordinate company staff to accomplish the work required to close sales.
- Other duties as assigned.
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