Team Leader
abacus consulting
Total years of experience :14 years, 10 Months
• Handle all incoming customer inquiries & complaints via phone with utmost professionalism and ensure high quality customer service is provided at all times.
• Update our internal CS Systems with customer information & customer enquiries.
• Provide complete and accurate responses to customers -make reference to our internal information portal (which contains detailed information on our products & services) for additional information if required.
• Adhere to work schedule as planned.
• Use call centre technologies, and ensure that all actions taken to handle customers' enquiries, problem and complaints are in compliance with the Company's Standard Operating Procedures and Policies, and to escalate any exceptions to the relevant departments for further advice.
• Keep abreast with all the latest information on the company's product, services,
Marketing plans, procedures, and of any changes in policies and standard procedures, so as to
• Ensure that this related information is being communicated to our customers with accuracy, and in a consistent manner.
• Feedback/escalate any urgent /critical issues or problems to management on a timely basis.
• Maintain confidentiality of the organization's customers and data.
• Maximize opportunities to up sell or cross-sell company products and service.
• Ensure individual/team KPIs are met/achieved consistently.
• Attend all required and necessary meetings and training sessions arranged by the
Department/company as and when required.
• Contribute to manage team objectives through team work.