Customer Service Representative (CSR)
Etisalat
Total des années d'expérience :10 years, 5 Mois
• Open and maintain customer accounts by recording account information
• Resolve product or Service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Prepare product or services reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related results as needed.
• General Sales leads
• Build Strong relationship of trust through open and interactive communication.
• Provide accurate, valid and complete information by using the proper method/tools.
• Meet personal /team targets and customer handling quotas.
• Go the extra mile to engage customers.
• Cancel or upgrade accounts
• Answer questions about warranties or terms of sales.
• Sell products and services.
Leading / supervising a team of application processing staff;
Manage internal tasks in order to let the team fulfill all of its internal duties on time.
Support daily activities of the operational sales support function.
Analyze data and metrics to ensure performance
Participate in cross-team coordination for resolving internal issue or pending orders
Assist in making major business decisions with higher management.
Ensure outstanding customer satisfaction by maintaining strong working relationships.
Guide and lead team members and other Managers to deliver products/services that meet or exceed the customer requirements.
Interact with customers to provide and process information in response to inquiries, concerns, and requests about produts.
Identify and escalate priority issues as per Client specifications.
Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
Identify and develop problem solving methodologies to resolve customer issues.
To provide 24/7 Telephonic support Customers.
Follow standard processes and procedures.
Accumulate Business Ultimate applications from channel partner all around the UAE
Screening and validation the application for processing (manual/CRM)
Operating CBCM software to process application accordingly
Processing new number or porting the number from another network to Etisalat
Diagnose and investigate rejections purpose and coordinate with backend team for resolution
Maintaining tracker and report to management on daily basis
Providing application status to customers and sales team
Updating application status on CRM
Maintain Aramex shipment reports for all processing team and report to management.
Customer’s documents validation of Business Ultimate Applications all over UAE
Maintaining daily record of feedback from customer.
Reporting management and taking further actions as instructed.
Evaluating customer requirements/amendments in application and ensuring to deliver accordingly
Working with operating staff to establish procedures, standards and systems.
Compile reports on overall validation of applications.
Communicating courteously with customers by telephone, email, letter and face to face.
On call activation of sim cards for onboard customers
Maintaining tracker and report to management on daily basis
Operating Citrix software to process application accordingly
Follow standard processes and procedures.
Interact with customers to provide and process applications
On call activation of sim cards for onboard customers
Maintaining tracker and report to management on daily basis
Operating Citrix software to process application accordingly
Follow standard processes and procedures.
Interact with customers to provide and process applications
Have got 2.5 GPA in Last Semester.