Customer Service Specialist
Omantel
Total years of experience :14 years, 3 Months
Tenure Highlights:
-Successfully launched the Bangla IVR through active participation in this project.
-Achievement: Top Staff in Omantel App segment for April’2019 and June’2019
-Providing support in 3 Languages (Bangla, English, Urdu/Hindi)
-Ensuring customer service through Phone, Email, Social Media and Live Chat.
-Ensuring general query and product related support to individual and corporate customers.
-Providing primary Technical Support to customers related but not limited to:
*SIM Card related issues
*Mobile Network & Data Connectivity related issues
*Fixed Line, ADSL and Optical Fiber Connectivity related issues
*Wireless Fixed Broadband related issues
*WiFi Connectivity related issues
*Bill related issues
*Email Hosting related issues
*Domain related issues
*Other IT Service-related issues
-Providing support immediately to the customer’s request related to Postpaid SIM Package Migration, ADSL & Optical Fiber Connection Package Migration and Billing related issues.
-Escalating issues to concern teams/department through Ticketing system or Email.
-Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
-Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
-Provide application support to our new and current customers.
-On board and educate our drivers on how to use our mobile platform.
-Communicate with customers via phone, email, etc.
-Troubleshoot problems that arise during service.
-Adhere and enforce all operational procedures and policies.
-Work with senior management on strategic and tactical decisions affecting the company at large.
-Source service providers in various regions in order to secure capacity for the Customers.
-Train new service providers on how to use our product, improve their performance, and grow their businesses with the application.
-Build dedicated relationships with existing service providers.
-Up sell the company Application.
-Ensure that products are executed according to customer specifications and needs.
-Assist in the formulation of targets for individuals and teams.
-Hire and onboard new employees.
-Answer questions from staff and provide guidance and feedback.
-Anticipate escalation and take over calls when needed.
-Devise ways to optimize procedures and keep staff motivated.
-Measure performance with key metrics such as call abandonment, calls waiting etc.
-Ensure adherence to policies for attendance, established procedures etc.
-Keep management informed on issues and problems.
-Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
-Keeps equipment operational by following established procedures; reporting malfunctions.
-Prepare weekly/monthly/annual results and performance reports.
-Formulating and executing sales plans.
-To serve customer at highest level of satisfaction.
-Create product demand by following sales.
-Leading a sales team managing within the showroom.
-Ensuring compliance with all showroom policies & procedure.
-All documents maintain & properly submitted to department supervisor.
-Maintaining & ordering appropriate inventory to enhance sales & profit.
-Deposit all cash sales amount into bank.
-To ensure properly product merchandising.
-Exploring new business opportunity to ensure the attainment of company's sales goals.
-Properly hand over cash and credit card purchase details to Franchise partner during POS shift change of outlet closing.
-Target distribution - sales target achievement.
-Deposit all cash sales amount into bank.
-Create product demand by following sales.
-To serve customer at highest level of satisfaction.
-To ensure properly product merchandising.
-All documents maintain & properly submitted to department supervisor.
-To ensure products availability in accordance with customer's demand.
-To maintain proper relationship with all valued customers & franchise partner.
-To ensure proper housekeeping, price tag.
-Concentrating on selling slow moving and near expiry product.
-After receiving products ensuring to maintain FIFO format in our product shelves.
-Maintaining manual invoice book when it is needed.
Managing and ensuring that staff are motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Producing accurate reports on team performance for General Manager.
Duties:
-Coordinating the entire Complaint Management, Social Media and Outbound & Resolution Team.
-Coordinating the daily allocation of work
1)Account & Security related activities
2)Device related activities
3)Billing related activities & others
4)Provide feedback/Reply in regard of subscriber’s queries through telephonic conversation or Facebook
comments/message.
5)Solving subscriber’s problems through telephonic conversation or escalating the problem for solving to concern
department/team
- Motivating the team to achieve high standards and KPI targets.
- Handling VIP/Critical client inquiries and acting as the face of the business. Dealing with and resolving problems and
issues which arise.
- Mentoring and training up junior, new staff and other department(s) staffs.
- Monitoring & reporting on standards & performance targets.
- Arranging & chairing weekly/monthly team meetings, focusing on targets, performance & achievements.
- Implementing new initiatives. Involved in the recruitment of new staff.
- Praise team members and creates a positive working environment. Ensuring all administrative (HR) and IT records are
entered and updated correctly.
- Providing prompt and accurate information on individual performance.
Campaign Work (Outbound):
1. Survey on Mobile (Customer Experience Foundation) - UK
Time Period: March 2010
2. Survey on UK Election (Customer Experience Foundation) - UK
Time Period: April 2010 - May 2010 (1 Month)
3. Survey on Payment Protection Insurance (Customer
Experience Foundation) - UK
Time Period: April 2010
4. Survey on Voice/Sound Quality Problem while talking to
Call Center/Customer Care Agent (Customer Experience
Foundation) - UK & USA
Time Period: May 2010 - June 2010
5. Telemarketing of UK Debt. Management "UK Process"
Time Period: June 2010 - July 2010
Bachelor of Business Administration
Higher Secondary Certificate
Secondary School Certificate
