Brand Ambassador
Nokia / IML Group
Total years of experience :14 years, 6 Months
Ensure each customer receives outstanding service by providing a friendly environment, which includes acknowledging every customer, maintaining solid product knowledge and all other aspects of customer service.
Maintain an awareness of all promotions and advertisements and help the shoppers create a “wow experience” by explaining the features, advantages and benefits of a particular Nokia phone.
Help shoppers find relevant solutions to their everyday needs such as staying connected to their emails, finding their ways through Nokia maps and help them deal with any doubts with their choice of phone.
Activate Nokia services such as Nokia Messaging or Email, Navigation, help the customers in creating a Nokia account and assist them to transfer important data such as contacts and images.
Handles customer’s complaint and do an on-the-spot trouble shooting on the phone.
Provides training to the store’s staff of the upcoming phones and software.
Communicating customer’s requests to the management and suggesting bundle offers that may be helpful to improve monthly sales.
• Providing report based on weekly sales.
To answer any queries of the customer regarding any product or services.
A must have detailed knowledge of the facilities that we provide to give any information or solution related to it.
To deal with any problem or complaint that the customer may have or due to faulty service.
Respond to tenant’s requests of technical assistance via phone or e-mails.
Maintain data accuracy in call logging tool through contact validation.
Manage time and workload to meet predetermined service levels.
Accurate documentation of calls and cases.
Escalate and follow up tenant’s complaints and request to the concerned departments for immediate action.
Deliver consistently high levels of customer service.
Strive for a high level of first contact resolution.
Keep track of the number of calls received and prepare a report of the output of the company.
Follow the general help desk procedures and maintain a record of all the interactions.