Customer Service Agent
Vodafone Group
مجموع سنوات الخبرة :3 years, 8 أشهر
• deal directly with customers either by telephone, electronically .
• respond promptly to customer inquiries .
• handle and resolve customer complaints .
• obtain and evaluate all relevant information to handle product and service inquiries.
• provide pricing and delivery information .
• perform customer verifications .
• set up new customer accounts .
• process orders, forms, applications and requests .
• organize workflow to meet customer timeframes .
• direct requests and unresolved issues to the designated resource .
• manage customers' accounts .
• keep records of customer interactions and transactions .
• record details of inquiries, comments and complaints .
• record details of actions taken .
• prepare and distribute customer activity reports .
• maintain customer databases .
• manage administration .
• communicate and coordinate with internal departments .
• follow up on customer interactions .
• provide feedback on the efficiency of the customer service process .
• Handling the customers’ finance inquiries such as Personal loans, Islamic loans, Housing loans without mortgage, SME, Small business finance, PDC loans, Credit cards, Account opening, Fixed deposits, Labor guarantees, and WPS. Under RBG. & SME.
• Maximizing the bank sales and achieving the monthly assigned target.
• Providing an improved productivity.
• Maintaining and developing relationships with customers.
• Establishing new market for the bank by introducing its products to new customers.
• Searching for new markets and different segments of customers.
• Imparting accurate information to the customers and satisfy the customers’ financial needs.
• Ensuring all documentation is provided effectively and properly.
• Handling the customers’ cases (documents, applications, and loan agreements) with credit department (RCA) till final disbursement with (CAU).
• Promoting the bank products and services.
• Providing useful customers’ feedback.
• Following up with customers indoor and outdoor and update them with their cases’ status.
• Cross selling for the bank existing customers by contacting them and arranging field visits.
• Ensuring customer satisfaction.
• Exploring new sales areas in order to achieve the desired target.
• Preparing KYC forms for the customers to ensure AML.
• Having good product knowledge and covering the bank’s policies and regulations.
• Imparting accurate information to the customers.
• Handling customer inquiries about our bank’s credit cards.
• Identifying and converting prospects to achieve the given target.
• Dealing with different segmentations of customers.
• Ensure all documentation is provided effectively.
• Handling customers’ cases till final disbursement.
• Providing useful customer feedback.
• Cross selling to existing customers and acquisition of new customers.
• Ensuring Customer Satisfaction.
• Preparation & maintain the sales call report.
• Exploring new sales areas and way to achieve sales target