Customer Service Representative
NBAD
Total years of experience :15 years, 2 Months
• Provide service to customers and answer their questions and inquiries via phones, e-mails and faxes.
• Determine problems in queries.
• Classify the issues of the customers, give regular feedback on the effectiveness of strategies of the customer service department.
• Update the database with the possible changes and the customers' status.
• Apply the methods of creating a positive rapport with callers or customers over the phone and the proper actions to control the telephone call.
• Use the corresponding etiquette on the telephone in order to satisfy and please customers.
• Escalating issues to another department, following customer problems and achieving customer satisfaction
• Perform any other duties requested by the Direct Manager.
• Handle Domain, Mails, Hosting, Family, Option Pack and IPTV services which are supported by second level support team.
• Demonstrates high quality standards in all work.
• Adapt to changing priorities, meet deadlines and work well under pressure.
• Stay current with new information technology, equipment, programs, and services in order to effectively and efficiently serves the work.
• Effectively use oral and written communication skills to convey ideas to others in a clear and informative manner.
• Establish and maintain effective working relationships.
• Perform any other duties requested by the Direct Manager.
• Responsible of creating technical tickets for customer’s problems
• Handling orders.
• Rapidly responding to the customer and assisting the customer with installation and basic questions.
• Responsible of providing the customer with knowledge about ADSL service.
• Escalating issues to second level support, following customer problems and achieving customer satisfaction.
• Increasing businesses diversify and products, and having the ability to receive and handling the complaints and providing technical support to the customers.
• Manage budget.
• Audit reports and financial documents.
• Prepare timesheets and payroll.
• Draft annual CAM report.
• Develop and prepare FY budget by analyzing previous FY actual budget performed, forecasting upcoming FY budget needs via Excel spreadsheets with complex and formulated data linking all spreadsheets together.
• Prepare financial reports (comprehensive quarter and annual financial reports and single audit reports) as per ongoing projects (projects include European Commission (EC)/Science & Technology Development Fund (STDF)).
• Liaise with Financial Department to streamline financial documents and paperwork and ensure documents are complete upon submission.
• Administrate budgets by creating and maintaining budget tracking files and encumbrance records, reviewing and approving fund requests, and defining the visible codes.
• Review and approve payments to suppliers and contractors as well as reimbursements to employees.
• Develop and prepare audit documents and reports
• Develop and present cost analyses, budget vs. actual analyses and program analyses with recommendations
• Administrative duties including drafting correspondence, managing calendars and meetings, filing, typing, organizing emails and appointments