Customer Service Specialist
Redington Gulf
Total years of experience :15 years, 9 Months
• Building and establishing good work relationship with clients to facilitate increased revenue
• Responding to customers’ inquiries and questions through emails and phone calls
• Responsible for approvals of DOA cases as per vendor policies
• Verifying the customers LPO’s with quotation and auditing invoices/reports to ensure all calculations and data entries are correct
• Working in co-operation with Finance and Logistics department and making sure products are collected and delivered on time
• Monitoring monthly cheque for each outlet and identifying correct or wrong deductions
• Responsible for wrong deductions and claiming the money from vendors
• Processing a high volume of product orders and invoices for all sales transactions
• Allocating monthly cheques to specific invoices and reporting monthly sales results to the sales team
• Recommending potential products or services to management by collecting customer information and analyzing customer needs
• Supervising the unresolved complaints and ensure that they are resolved in the given time frame by keeping the needs of the customer in mind
• Assisting Customer Service Representatives with queries or issues which need urgent intervention
• Handling Escalation calls and tickets forwarded by CSR
• Working on projects in order to trace problems, provide solutions and enhance service rendered to customers
• Handling live calls (manager, supervisor or team-leader call back requests)
• Addressing all complaints of the customers and making sure that they are resolved in time and within the given guidelines
• Handling difficult cases such as Credit Card issues, PayPal issues and CashU issues
• Following up all outbound calls and providing customers with product and service information
• Handling 80+ customer interactions per day, giving detailed, personalized, friendly and polite service to ensure customer retention
• Memorizing all company products and services to be able to answer all customer questions quickly and efficiently, and make relevant upsells
• Receiving source data such as customer names, addresses, phone numbers, credit card information and enter data into various customer service software
• Maintaining a positive, empathetic and professional attitude toward customers at all times
• Informing customers about deals and promotions and selling products/services
• Monitoring calls and audio recording software to evaluate representatives' performance metrics
• Assisting upper management with discovering weaknesses and rewarding strengths in customer service
• Measuring and evaluating the performance of Customer Service Representatives
• Ensuring company objectives are being met
• Verifying that agents are providing accurate solutions to customers
• Participating in the design of quality monitoring forms and quality standards
• Handling Inbound calls, MNP and Activation SIM card
• Responding promptly to customer inquiries, handling and resolving customer complaints and managing their accounts
• Ensuring premium level of client satisfaction in one phone call
• Organizing workflow to meet customer timeframes
• Recording details of inquiries, comments and complaints
• Greeting clients as soon as they arrive and connecting them with the appropriate party
• Answering the phone in a timely manner and direct calls to the correct offices
• Creating and managing both digital and hardcopy filing systems for all partners
• Dealing with bookings by phone, e-mail, letter, fax or face-to-face
• Preparing bills and taking payments
• Dealing with special requests from guests and complaints or issues
• Answering questions about what the hotel offers and the surrounding area
• Scheduling and confirming appointments, maintaining event calendars and managing bookings of the internal meeting rooms
• Informing other employees of visitors' arrivals or cancellations
Bachelor of Business Administration 2007