Contact Center Executive
God is good logistics
Total years of experience :5 years, 1 Months
.Answering front line calls from customers.
• Handling any customer complaints.
• Responding to customer email, social media or telephone inquiries.
• Ensuring high quality and accuracy of work from call center staff.
• Putting together daily performance reports for senior managers.
• Liaising with the Call Center management team to monitor the effectiveness of service policies and practices.
• Troubleshooting any operational problems.
• Tracking the number of inbound calls.
• Being visible at all times to all call center staff.
Keeping track of all company's social media platforms and creating engaging content
• Engaging customers via social media and ensuring timely response to comments
• Proper recording of feedbacks/comments on KPI, following up on unresolved issues and escalating issues that cannot be handled on social media to the appropriate units.
• Carrying out any other duty as assigned by management.
Maintaining business relationship with customers and the firm.
• Assigning duties to team members to call and notify customers on account expiration and also assisting them with reactivation of expired accounts.
• Assisting with calling customers to notify them on account expiration and also putting them through with account reactivation.
• Training and on boarding of new team members.
• Carrying out any other duty as assigned by management.