Customer Relations Executive
Telenor Pakistan
Total years of experience :20 years, 3 Months
Presently working in Prepaid Smart Club at CRD as Customer Relations Officer;
I have worked under Postpaid Dealer Support, Postpaid Backend Support and Prepaid Alpha units as well as support units of CRD (ASK 346, CRD NOC, CRD FNF TEAM and Postpaid Call Back). Where I performed inbound as well as outbound calls and sms to existing customers when needed.
My responsibilities included
•Assisting and Satisfying the customer via IVR, E- Mail & SMS
•Resolve client issues, requests in an efficient and quick manner
•Data validation and data entry whenever required
•Meeting SLA (Service Level Agreement) requirements
•Meeting QA (Quality Assurance) standards
Smart Club: Because of above average quality performance, CRD Management moved me into Smart Club. Co-coordinating with various units across the board to resolve critical issues concerning high revenue customers on top priority is a reason why Smart Club made by CRD management. It further involved providing feedback regarding the improvement and implementation of process.
Dealer Support: In Dealer support I was involved in providing solutions to Dealers problems, resolving there complains and to provide those with quality services to make it sure that this group of Dealers are bringing more and quality business to the company.
Postpaid & Prepaid: In both these units my primary responsibility was to find answers to customers questions and to resolve escalated customer contacts to find solutions to there problems and to help them to understand our services to get maximum benefit out of all these service in order to benefit the company in shape of the revenue given by the customers.
ASK 346, CRD NOC, CRD FNF TEAM and Postpaid Call Back: In these units I worked on rotation basis. My main task was to provide them the required service level and to provide them with the quality work they needed.
•Attending inbound calls
•Satisfying the customer and answering all the questions
•Resolve client issues, requests in an efficient and quick manner
•Data validation and data entry whenever required
•Meeting SLA (Service Level Agreement) requirements
•Meeting QA (Quality Assurance) standards
•Adhering to schedule
IRU UNIT
Co-coordinating with various units across the board to resolve critical issues concerning customers. It further involved providing feedback regarding the improvement/implementation of process.
•Assist customers in dissemination of product information, problem resolution and process fulfillment to obtain the necessary products and services over the phone.
•Attending inbound and outbound calls
•Satisfying the customer and answering all the questions
•Resolve client issues, requests in an efficient and quick manner
•Data validation and data entry whenever required
•Preparing and maintaining Sales Manual as per new comer’s requirements and Internal Quality Standards.
•Overseeing the sales activities related to sales team.
•Maintaining the data on the consumer product.
•Clientele communication via telephone and e-mail.
•Checking the reports send to the bank management.
•Maintaining calls and giving feedback to the Sales manager.
•Implemented techniques and strategies to increase sales of consumer products.
•Involvement in the training of personal bankers for the product.
•Maintaining monthly performance evaluation reports.
•Assist customers in dissemination of product information, problem resolution and process fulfillment to obtain the necessary products and services over the phone.
•Attending inbound and outbound calls
•Satisfying the customer and answering all the questions
•Resolve client issues, requests in an efficient and quick manner
•Data validation and data entry whenever required
•Preparing and maintaining Sales Manual as per new comer’s requirements and Internal Quality Standards.
•Overseeing the sales activities related to sales team.
•Maintaining the data on the consumer product.
•Clientele communication via telephone and e-mail.
•Checking the reports send to the bank management.
•Maintaining calls and giving feedback to the Sales manager.
•Implemented techniques and strategies to increase sales of consumer products.
•Involvement in the training of personal bankers for the product.
•Maintaining monthly performance evaluation reports.