Contact Center Executive
Aramex International
Total years of experience :12 years, 11 Months
• Follow up on customer requests to provide timely responses and achieve optimum satisfaction level.
• Ensure smooth execution of daily operational workflow to achieve key performance indices.
• Effectively deal with job stress, angry callers, and upset customers.
• Use the most appropriate way to communicate with different behavior types on the telephone.
• Identify voice skills and how to enhance a good telephone presentation.
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Respond to customer inquiries smoothly.
• Handling Pickups and SRN's through aramex system.
• Understand the impact of attitude in handling calls professionally.
• Route calls to appropriate departments.
• Provide customers with product and service information.
• Research required information using available resources in aramex website.
• Follow-up customer calls where necessary.
• Provide personalized customer service of the highest level
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Web Content Management for Weightwatchers websites of US, UK, Germany, Canada, Australia, Sweden, Netherlands, France &China.
• Managing and controlling a large, dynamic collection of Web material (HTML documents and their associated images). And tasks include content creation, content control, editing, and essential Web maintenance functions.
• Testing and analyzing the website.
• Reading and understanding the requirements
• Writing test cases.
• Regression testing.
• Working on CMS tool (Content Management System)
• Writing defects using defects logger and Send it to QC ( Local System for monitoring ).
• Answer inbound calls as well as assist customers who have specific inquiries
• Update the existing databases with changes and the status of each customer/prospective customer)
• Analyze the various parts of a problem properly and develop logical solutions
