Customer Service Representative
Teleperformance DIBS
Total years of experience :14 years, 11 Months
Receiving and handling all customers inquiries
● Assist the customers to get full info about COVID 19
● Guide the patient on the procedures further to their sickness
● Helping people to get appointments for the COVID 19 tests
● Rising complaints or escalations for needed cases.
● Support the team with the new updates.
● Responsible for cascading all new updates and protocols to the
customer service team.
● Provide a briefing sessions to the agents who need extra training or
outliers.
Helping customers with their reservations.
● Assist walk-ins customer to determine which car suits them.
● Replying on customers requests through emails or phone.
● Coordinate with the fleet coordinator the number of cars needed
per shift.
● Calling dissatisfied and detractors customers to get a feedback and
provide it to the management to enhance the customer experience.
● Handling branch transaction through POS or cash
Helping clients to find their home.
● Assisting landlords to advertise and market their apartments or
villa through the internet.
● Assist walk-ins customer to determine which home option suits
them.
● Replying on customers requests through emails or phone.
● Coordinate with the marketing team for the open houses.
● Attend all meetings and exhibitions for real estate with the
developers in order to work on the off plan sells
● Doing cold calls to generate more leads.
● Using Dubizle, property finder and Bayut for advertising.
● Enter all required data for any unit on CRM (prop space).
● Use property Monitor to analyze the market and get an overview
about the demand.
Design, conduct & implement training plan and agenda based on training needs analysis to meet client requests
• Design the call flow and script per process.
• Review agent's performance and quality metrics in a regular basis
within shift to ensure that all operational metrics are met.
• Test and escalate all issues regarding the CRM or applications used
• Manage training LMS platform for the account
Deliver product knowledge and Soft skills trainings in different locations (UAE, Kuwait, Jordan & Egypt)
• Follow up on agent's performance after training to measure the training impact and make sure that company vision, quality, end-user satisfaction and any other relevant key operational metrics have been met.
• Handling technical escalations and track it to guarantee that the resolutions of it is effective.
• Prepare and deliver refreshment sessions for outlier.
• Moderate LMS for creating development courses and monthly quizzes.
Manage and develop a team of assigned agents to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance and support.
• Review Team/agent performance and quality metrics in a regular basis within shift to ensure that all operational metrics are met.
• Follow operation action plan and target
• Ensure that company code of conduct applied on operation floor
Receiving and handling internal calls and inquiries
● Guide the agents through the knowledge base to reach the correct
process
● Handling Escalations calls
● Dealing with the airlines to complete customer requests
● Taking Complaints and Enter the data into CRM
● Sending team reports and escalations (supervisor delegate)
● Follow up on QA feedbacks as a (supervisor delegate)
Receiving and handling all customers calls and inquiries
● Assist the customers to get full info about the product
● Issue flight tickets for customers
● Mange booking for the customers and reserve new booking if needed
● Contact all vendors to check for the cus
Receiving customer calls
● Handle all customers issue
● Deliver and assist customers to get the service they need
● Handling complaints
● Enter the needed data into CRM applications
Receiving customer calls
● Handle all customers issue
● Deliver and assist customers to get the service they need
● Handling complaints
● Enter the needed data into CRM applications
● Answering calls of customers
● Helping customers to solve their problems
● Handling complaints
● Delivering info about company products to customers upon their
request.
Assist the Chairman in checking email, replying to email wherever possible maintain database, visiting cards, address, telephone numbers etc.
● Handling all incoming and outgoing calls for the company and direct calls to the appropriate authorities.
● Receive visitors and official guests and direct them to the appropriate authorities.
● Maintain efficient archiving system.
● Prepare meeting schedules making prior arrangements, meeting agendas, registering, typing and filing minutes of meetings
● Overall Coordination of office administration.
● Arrange for travel bookings, accommodation and other logistic issues
● Attend meetings, take minutes and distribute them.
● Produce reports, documents and presentations.
● Creating and maintaining office systems to deal efficiently with paper flow.
● Maintain hard copy and electronic filing systems.
Assist the Chairman in checking email, replying to email wherever possible maintain database, visiting cards, address, telephone numbers etc.
● Handling all incoming and outgoing calls for the company and direct calls to the appropriate authorities.
● Receive visitors and official guests and direct them to the appropriate authorities.
● Maintain efficient archiving system.
● Prepare meeting schedules making prior arrangements, meeting agendas, registering, typing and filing minutes of meetings
● Overall Coordination of office administration.
● Arrange for travel bookings, accommodation and other logistic issues
● Attend meetings, take minutes and distribute them.
● Produce reports, documents and presentations.
● Creating and maintaining office systems to deal efficiently with paper flow.
● Maintain hard copy and electronic filing systems.
●follow up on the shipments
● Arrange the appointments between our company and other shipments companies
● Coordinate with the other departments for the shipments facilitate payment plans.
●Generate new leads in different countries that need to import or export from/to Egypt.
● Assist the Chairman in checking email, replying to email wherever possible maintain database, visiting cards, address, telephone numbers etc.
● Handling all incoming and outgoing calls for the company and direct calls to the appropriate authorities.
● Receive visitors and official guests and direct them to the appropriate authorities.
● Maintain efficient archiving system.
● Prepare meeting schedules making prior arrangements, meeting agendas, registering, typing and filing minutes of meetings
● Overall Coordination of office administration.
● Arrange for travel bookings, accommodation and other logistic issues
● Attend meetings, take minutes and distribute them.
● Produce reports, documents and presentations.
● Creating and maintaining office systems to deal efficiently with paper flow.
● Maintain hard copy and electronic filing systems.
