Customer Experience Team Leader
Kitopi
مجموع سنوات الخبرة :8 years, 0 أشهر
• Monitor calls for quality assurance.
• Collaborated with other departments to ensure successful completion of projects.
• Assessed individual performance regularly against established metrics and provided
constructive feedback accordingly.
• Created and implemented Standard Operating Procedures (SOP)
• Mentored and coached team members to ensure successful performance
• Placing orders over the phone and assisting customers in resolving their issues/concerns.
• Collaborated with other departments to ensure timely resolution of customer requests
and inquiries.
• Adhered to company standards while handling escalated calls from difficult customers.
• Performed data entry tasks accurately, including entering customer information into
databases.
• Assisted management team with training new employees on proper phone etiquette and
protocols
• Resolved customer complaints in a timely manner by providing effective solutions and
alternatives.
• Explained benefit programs and eligibility requirements to customers.
• Assisted customers regarding benefits claim issues and plan changes.
• Assisting Clients with website navigation (Online Trading, Online Banking, etc.)
• Answered phone calls from potential customers to direct them to appropriate products or
departments.