Customer Service Rep
Vodafone Egypt
مجموع سنوات الخبرة :6 years, 6 أشهر
Customer Service Rep
- Provide our customers with all required information related to the company products and services showing them our world class customer service.
- Adhere to Customer Operations Department policies and procedures.
- Create a smooth communication channel with different departments to resolve customer problems and requests when needed.
- Provide customers with right recommendations and actions
Credit Management, Consumer Activation
- Own and manage the relationship with sales channels by resolving calls effectively and efficiently.
- Ensure service level agreements are met and maintained.
- Conduct all the customer's related activities that are being reported by sales including (SIM swap, activate new lines, erase hotline, etc.).
- Provide the sales channels with accurate and timely information.
- Communicate positively with all involved parties in order to facilitate the sales reception of the expected distinguished service.
- Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service to all sales channels.
- Follow up to ensure resolving the sales problems on time.
- Handle the requests that come from our internal customer by activating Sims or Lines or Adding services to their lines
o Selling the Hilton hotels membership by the phone.
o Performing presentations to customers convincing them to buy the membership by clarifying how much it will limit expenses.
o Responsible for classifying qualified database.
o Assist in the client’s reservations.
o Preparing daily activity sheets for the sales reports & the follow up list.
•Senior Customer Service (Outsourcing call center for MIBank)
o Partially responsible for MIBank project's Presentations, Analytical reports & also responsible to monitor and solve any internal issue related to the teamwork.
o Answering customer's inquiries via phone, e-mail concerning the bank services “ current account, saving accounts, corporate accounts, Debit & Credit cards, loans, saving certificates, letters of credit & letters of guarantee”.
o Communicating with customers for customer surveys.
o Fulfill any tasks given to me by supervisor.
o Data validation, telemarketing, Telecollection, up & cross selling.
o Responsible of achieving daily effective outbound target.
o Maintain abandoned calls rate less than 3%.
o Handling customer’s complains and involve in solving them out.
•Telemarketing executive (Microsoft): -
o Answering customer's inquiries concerning Microsoft Business solution campaign & reveal the offered packages briefly.
o Validating the client's data.
o Targeting 40 effective outbound calls/ day.
o Report the total inbound & outbound calls output to the sales department on daily basis.
•Customer service executive (Miraco Carrier) :-
o Answering customer's enquiries concerning the air conditioner's models or prices.
o Scheduling maintenance & repair appointments.
•Customer assistance executive for (Mercedes Benz);-
o Responsible for answering customers inquiries concerning the new "A -class" (Options, equipments, accessories, colures& prices)
o Handling all complaints till it solved.
o Answering customers inquiries concerning the prices of any other model
64.0%