Customer Service Representative
Al Ain Distribution Company
مجموع سنوات الخبرة :8 years, 7 أشهر
•Provide an accurate information to both public and internal client if ADWEA in clear, continues, and professional manner.
•Handling all coming calls/ messages with assistance from supervisors when necessary. Interface with the all concerned sections including Water/ Power Account, and Sales as required in order to ensure that customers are provided with prompt and reliable response.
•Highlight to the immediate supervisor the key issues and follow up as required resolving the issues.
•Exhibit diplomacy when dealing with or addressing all customers’ calls/ messages. Show politeness, poise, and dignity in handling calls.
•Keep record of calls/ messages attended and submit regular reports to immediate supervisors for information and feedback.
•Follow up and seek feedback from callers and interface with concerned sections/ organizations as required. Record customers feedback information in regards to complains/ suggestions or other concerns.
•Have a good attendance and work record including punctuality and reliability. Attend to shift work as assigned to ensure continuity in Contact Center service operations.
•Assist in conducting Customer Satisfaction survey for internal department, and/or service marketing with external customers.
• Handling escalated and unresolved calls.
• Refer unresolved customer grievances to designated departments for further investigation.
• Duty manager over night shift.
• As a Team delegate, I have to handle a group of agents and lead them to achieve the scores (AHT, quality, adherence, etc…)
• Coach, monitor and provide feedback to agents on a regular basis to improve performance.
• Ensure that the team follows established procedures for each service request adhering to agreed KPIs, SLA and quality standards to maximize customer satisfaction.
• Assisting new-comers agents when handling hard calls.
• Assisting training teams in their training sessions for new-comers agents.
• Handling English calls related to mobile service inquires in clear and professional manner.
• Provide detailed information on services and new offers to Etisalat customers.
• Build customer’s interest in the services and products offered by Etisalat
• Manage service and billing inquiries and complaints.
• Communicate with back office team to escalate any unresolved complaints.
• Recommend service and new offers options to meet customers’ needs.
• Assist customers with any technical issues experienced with website and escalate any issues to management appropriately.
• Have a good attendance and work record including punctuality and reliability.
• Attend to shift work as assigned to ensure continuity in Contact Center service operations.
• Meet Quality Assurance Requirements and other key performance metrics.
From 2009 until 2011 in Orange Net Café
Duties include: - Owner of internet café
From 2007 until 2009 in Soft.Tc Company
Duties include: - Computer Technical Support, Customer Service and Sales Representative
From 2005 until 2007 in Soft Trade Company
Duties include: - Computer Technical Support, Customer Service and Sales Representative
Graduated from Faculty of Commerce and Business Administration, Helwan University Bachelor of Foreign Trade Economics - August 2010.