Technical support Associate
Convergys india
مجموع سنوات الخبرة :20 years, 9 أشهر
Handling customer billing and enquiries
Troubleshooting for the internet and home phone and giving appropriate solution
Handling customer’s satellite broadband and billing enquires
Maintaining AHT as per quality parameters
Prepare weekly, monthly call audit report (product wise, call wise, Customer wise)
Provide updated information customers to inform latest promotions and offers
Maintain the individual monthly target and achieving the targets on time
To ensure to minimize customer complaints by providing timely feedback and support
Maintain and Update customer profile
Monitoring and preparation of call bounce reports through IVR
Develop new business via telephone and mass communication such as email and social media screening.
Follow up on leads and conduct research to identify potential prospects.
Identify key buying influencers within these prospects to determine budget and timeline.
Manage data for new and prospective clients in Salesforce.com, ensuring all communications are logged, information is accurate and documents are attached.
• Manage and train a team of 10 executives on the day to day activities
• Manage L2 and L3 esclations and Monitor Executive progress.
• Prepare weekly, monthly report (call executive wise, product wise,
call Wise, Customer wise)
• Weekly and monthly training given to the team members
• Provide updated information customers to inform latest promotions and offers
• Maintain monthly target records by the Call Centre Sales team
• To ensure to minimize customer complaints by providing timely feedback and support
• Monitoring and preparation of call bounce reports through IVR
• Provide administration support. Assist teams with logistics for meetings, workshops, photocopy, presentations, etc.), produce regular reporting, take minutes in meetings
• Maintain Documentation Library, database as per standards, examples, project docs, central management of MS Project files, etc.
• Assist in resourcing, resourcing contract maintenance and negotiation
• Reporting of project status, scope changes, expense statement, timesheet and payroll
• In charge of document management process implementation on a work package of the Project
• To Develop and maintain the master filing system of the Project documentation in close coordination with Tenant Liaison controller
• To assist all tenant liasioning team members for all questions regarding documentation
• Issuing, transmitting and filling all documents related to the contracts (either in electronic form or on paper support), issued by Liason team or received by Contractors and clients
• To perform constant checking of the documents issued by Contractors to ensure their compliance with company rules and standards
• Prepare at the end of contractual documents in coordination with the Tenant Liaison Controller and hand over of Technical Documentation to Consultants and the filing of work package documents to the archives of the company and of the company in the Mall
• Prepare weekly, monthly report as per the management requirement
• Provide updated information for the management needs
• Manage and train a team of 5 Sales Call executives on the day to day activities
• Maintain and Update customer profile
• Prepare weekly, monthly sales report (call executive wise, product wise,
call Wise, Customer wise)
• Provide updated information customers to inform latest promotions and offers
• Maintain monthly target records by the Call Centre Sales team
• To ensure to minimize customer complaints by providing timely feedback and support
• Monitoring and preparation of call bounce reports through IVR
• Selling Loans against credit card to UAE market
• Maintain and Update customer profile
• Prepare weekly, monthly sales report
• Provide updated information customers to inform latest promotions and offers
• To ensure to minimize customer complaints by providing timely feedback and support
• Monitoring and preparation of call bounce reports through IVR
Selling capital one credit card in us market
• Prepare weekly, monthly sales report (product wise, call Wise, Customer wise)
• Provide updated information customers to inform latest promotions and offers
• Maintain the individual monthly target and achieving the targets on time
• To ensure to minimize customer complaints by providing timely feedback and support