Suja Mathilakath

Dealing with the customers of EDC (Emirates Driving Company), Abu Dhabi, and processing and taking care of the back-end operations of the EDC (Emirates Driving Company). The following are the tasks that I am undertaking which is outsourced to Backoffice FZ LLC:
a. Attending calls and emails of the customers of EDC.
b. Responding to the customer queries and providing them the information and consultation.
c. Managing the schedules, bookings and cancellations of the customers.
d. Communication the information and following up with the customers on behalf of EDC with regards to their classes and schedule.
e. Managing the details of the customers of EDC on CRM application.
f. Managing customers speaking the following language: English, Hindi, Urdu, Malayalam & Tamil.
g. Managing the communications with EDC head office in Abu Dhabi in order to keep an updated information and communicating the same to the customers.

- Providing voice based support and solutions to the customers and troubleshooting their various issues related to installation, activation, product updates, and malware.
- Identifying the events / issues related to the installation of the software and providing the customer with the solutions according to the issue occurred.
- Presenting the solution to the customer in a professional way and easy to follow method.
- Providing suggestions and preventive measures to customers for avoiding the occurrence of issues and events in the future.
- Recording customer details, issues or event solved and follow ups in CRM.
- Dealing with new customers and following up with existing customers.
- Keeping a record of the calls attended, issues and events held and solutions provided.
- Preparing the reports on data of calls attended, issues and events reported and the solutions provided for the same and submitting the reports to the Team Leader / Manager.
- Responding to the customers emails and providing the customers with solutions and suggestions.