Senior (global) Customer Service Representative
OOREDOO
Total years of experience :14 years, 0 Months
- Senior agent (global) answering all OOREDOO services query 111, 115, 150, 181, 117
- Handling calls
From different customers type like: General customers, high value customers, Al Nokhba & VIP customers.
- Applying customer needs:
Information, adding & removing services, complains, billing enquiries, following up.
- Provide technical support for customers & troubleshooting
For Mobile, Home broadband, mobile broadband, IP TV (Mozaic) copper and fiber optics
- Offering up sale and Crouse sale
Upgrading packages, offering new services for customers
- Team leader delegate: handling questions from other agents, answering escalation calls and follow up with customers
- Responsible for answering the quires of the customers in case of customer support call center.
- Responsible to satisfy customer and maintain good image for the company.
- Support and provide superior service via phones, e-mails and faxes as a receiver and caller.
- Use questioning and listening skills that support effective telephone communication.
- Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
- Understand the impact of attitude in handling calls professionally.
- Effectively deal with job stress, angry callers, and upset customers.
- Use the most appropriate way to communicate with different behavior types on the telephone.
- Apply the elements of building positive rapport with different types of customers over the phone.
- Apply the proper telephone etiquette to satisfy various customer situations.
- Apply appropriate actions to effectively control a telephone call.
- Identify voice skills and how to enhance a good telephone presentation.
- Meets commitments to customers.
- Other duties as assigned.
- Display Time flexibility towards shifts as per work floor requirements.
- Getting new contracts for laundry services and increasing our client numbers.
- Meeting with customers like hotels, companies offering laundry services and provide quotations.
- Collecting outstanding balance from our existing clients.
- Other duties.
Damascus University
