Customer Service Agent
Zain - Sudan
Total years of experience :3 years, 8 Months
Answered product and service questions and offered information on related products and services.
Boosted customer NPS scores.
Placed and canceled an average of 90+ orders from customers a week.
Maintained a customer account information database (incl. canceling and updating customer accounts.)
Prepared monthly reports on customer satisfaction.
Received Agent of the Month Award 3 times.
Helped to resolve a recurring services complaint by analyzing reports and identifying a major process bottleneck which led to a large reduction in the number of tickets for this specific issue.
Maintained customer retention at a high rate.
Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Resolves product issues (customer complaints) by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Answering calls of clients to learn about and address their needs, complaints, or other issues with products or services.
Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
Building lasting relationships with clients and other call center team members based on trust and reliability.
Utilizing software, databases, scripts, and tools appropriately.
Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
Making sales or recommendations for products or services that may better suit client needs.
Taking part in training and other learning opportunities to expand knowledge of company and position.
Adhering to all company policies and procedures.
Deal with inbound and outbound calls regarding bank services and products.
Adhering to bank polices and boundaries.
Interact with leaders via email and chat programs.
Response to clients inquiries about bank services and products.
Achieve and exceed daily and monthly targets of calls and sales.
Help clients resetting their card passwords after verifying their account by asking the predefined date of birth, name and passcode questions.
Updated client information and follow up on subscriptions .
Handling angry clients and clarify there issue and provide necessary solutions immediately.
Actively listening to clients and raise complaints to the concerned departments.
Manage company’s main branch with full sales cycle responsibility, from initial contact to closing.
Deliver a considerable market share increase through building relationships and maintaining good relationship with the old customers.
Enhancing company sales rate by developing new and friendly methods for representing the products, specially the new marks.
Give a periodically feed back from costumers to the managers in order to enhance the customer satisfaction.
Met and exceeded up-sell goals by highlighting target merchandise with strategic promotional approaches.
Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
Mentored 3-member sales team in applying effective sales techniques and delivering top-notch customer service.
Received inbound customer calls for various product purchases queries and complaints in a professional manor .
Encouraged product upgrades for customer orders when appropriate.
Keep track of shipped orders.
Make a daily target number of calls.
Maintained and updated call logs on a daily basis.
Maintained courteous and friendly relationships with staff and supervisors.
Transfer some calls to the team leader when necessary.
Greeted over 50 customers per day to respond to questions and improve engagement with merchandise.
Educated customers on new arrivals and future product arrivals to boost future revenue.
Helped organize stockroom by unloading shipments and performing inventory
counts.
Assessed sales reports to identify and enhance sales performance, support inventory oversight and capitalize on emerging trends.
Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.