call center agent
SmartSource Consulting
Total years of experience :7 years, 3 Months
- Handle a large volume of inbound and outbound calls in a timely manner
- Follow communication scripts and use knowledge of the company's products and services to go off-script when necessary
- Identify customer needs, research issues, resolve complaints, and provide solutions
- Maintain ownership of calls throughout the lifecycle of a caller's request, including
- follow-ups with escalation team
- Recommend improvements for systems and processes to boost organizational
- Memorize scripts, and refer to them during calls
Build positive relationships by going above and beyond with customer service,
- ensuring that all questions, cancellations, and confirmations are handled appropriately
- Meet daily qualitative and quantitative targets for myself, and achieve all objectives for service, productivity, and quality
- Create and maintain record of daily problems and remedial actions taken, using call-center database
- Leverage data and insights gathered by the call center to recommend and influence process improvements
- Planning and organizing marketing efforts to help grow our business and brand
- Supervising the marketing team's collaboration with project owners to create marketing and sales messages
- Recognizing growing markets and market changes to stay on top of the competition
- Managing projects and overseeing the implementation of everyday tasks, such as the organization and assessment of marketing campaigns
- Participating in recruiting marketing team members, setting marketing and sales strategic goals, training and supervision of marketing and sales representatives
- Generate sustainable and manageable workload and organize tasks to align diverse marketing efforts and activities with the company objectives
- Lead the sales team and ensure clear communication and expectations
- Develop innovative sales strategies to increase numbers and profits
- Analyze sales data to improve performance and operations
- Providing high quality customer service
- Selling add-on merchandize. Overcoming objections
- Handle The Cash
- Receive & transfer Stock
- Make the stocktaking
- Manage retail staff, including cashiers and people working on the floor
- Formulate pricing policies
- Ensure pricing is correct & work on store displays
- Attend trade shows to identify new products and services
- Coach, counsel, recruit, train, and discipline employees
- Evaluate on-the-job performance
- Identify current and future trends that appeal to consumers
- Ensure merchandise is clean and ready to be displayed
- Maintain inventory and ensure items are in stock
- Ensure promotions are accurate and merchandised to the company's standards
- Utilize information technology to record sales figures, for data analysis and forward planning
- Ensure standards for quality, customer service and health and safety are met
- Ensure hours of operation are in compliance with local laws
- Maintain store's cleanliness and health and safety measures
- Organize and distribute staff schedules
- Preside over staff meetings
- Help retail sales staff achieve sales targets
- Manage different departments within the store
- Handle customer questions, complaints, and issues
Greet all clients who enter the store with enthusiasm
Explaining features and benefits
Providing high quality customer service
Selling add-on merchandize. Overcoming objections
Handle The Cash
Receive & transfer Stock
Make the stocktaking
Maintain Sephora's merchandising concepts at all times
Maintain standards of cleanliness and organization in assigned area
Maintain standards of safety and cleanliness of backstage (stock room, lockers,
kitchen, bathrooms, etc, )
Organize stock, supplies, testers and samples
Obtain product when requested
Participate as a productive, motivated member of the store team Recognize and
respect the work of others
Contribute to a pleasant and organized work environment
Perform and comply with all Sephora policies and procedures
Complete all delegated tasks promptly and accurately
Perform other store-related duties as assigned