Customer Team leader
CASHU
Total years of experience :6 years, 8 Months
-Assigned daily tasks to the Customer Support Team members and supervised their performance. -Answered Team members' inquiries. -Prepared team performance evaluation report with assistance from performance analyst for submission to senior management during team meetings. -Validated and coached team members' tickets and checked for common mistakes. -Responded to customer feedback on Playstore and trust pilot. -Training new team members. -Followed up with other departments on already escalated issues. -Escalated unresolved users' issues to Third Part. -Handled Schedule Requests.
Handled customer's inquiries and solving problems with an average
of 80 tickets per day over mails
Promoted to be a Back office agent for approving and verifying user's
accounts, creating and maintaining customers’ accounts, ensuring
that all information is kept updated.
Assisted customers with the payment procedure by ensuring that the
process is smooth
Adhered to company policies and scripts to consistently achieve call-
time and quality standards.
Assisted customers in identifying issues and explained solutions to
restore service and functionality.
Answered over 50 calls per shift to meet fast-paced call center
demands with a positive attitude and focus on customer satisfaction.
.
Achieved high satisfaction rating through applying FCR concept for
customer issues.
Meeting Targets and key performance indicators which include
outbound calls per day, follow-up calls, sales, and sign-ups.
Explained gym procedures, products, offers, service options. and
contract sign-ups.