Customer Service Representative
Teleperformance Egypt
Total years of experience :7 years, 2 Months
- Active listening and responding to customers inquires through telephone calls and emails.
- Resolve issues in a timely and efficient manner, resulting in 95% of customers satisfaction Score.
- Follow up customers within Service Level Agreement to improve customer satisfaction.
- Working in compliance with a high customer service standards and company practices, procedures and rules.
- Ensuring that customers receive exemplary customer service during all contact-points with the company.
- Develop strong relationships with customers and identify opportunities to increase sales revenue.
- Experienced in handling more than one chat at a time.
- Responding to customers requirements quickly, directly and concisely, resulting in 40% customers satisfaction.
- Drive the conversation to make sure issues are resolved.
- Reply to customers inquiries and question, troubleshooting issues, provide supporting help documentation, resulting in 73% increase in customers retention.
- Interface directly with customers to figure out the confronted problems in order to resolve it.
- Monitor Orange Triple play customers and Initiate outgoing calls for lines that are physically down in order to solve their problems.
- Initiate outgoing calls for Triple play customers in order to inform them about the problem updates to confirm the problem resolution.
- Handle the received e-mails.
- Provided exceptional product knowledge and advice resulting in 25% increase in upselling and cross-selling.
- Provide proper information with complete understanding of Orange Triple Play.
- Active listening to provide the customers the correct information and resolve issues in a timely and efficient manner, resulting in 80% of customers satisfaction Score.
- Outbound calls to follow up with the customers.
- Provide follow up, occasional campaigns and call backs blended with normal inbound calls.
- Handle and solve all inquiries, requests and complaints received via all channels available (phone, e-mail, chat).
- Resolve customer complaints and requests within the pre-determined SLAs.
- Provide feedback to management level on customers trend and issues to support continuous improvement initiatives.
- Respect and apply company vision, mission and values.
- Inbound calls, responding to the customers inquiries.
- Answer an average of 130 calls per shift in a high volume call center environment, rotational shifts.
- Provided exceptional customer service and support to a diverse international customer base through phone, email, and chat channels, ensuring timely resolution of inquiries and issues.
Awarded Degree of Bachelor of Science in Informatics and Computer Science Specializing in Information Systems. During Studies I owned a project of E-commerce website