Customer Service Manager
Etisal
مجموع سنوات الخبرة :18 years, 5 أشهر
Increased efficiency and performance by monitoring team member productivity and providing feedback.
•Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
•Provided ongoing guest service, including Etisalat products/services advice.
•Used consultative sales approach to understand customer needs and recommend relevant offerings.
•Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
•Implemented and developed customer service training processes.
•Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
•Promoted available products and services to customers during service, account management and order calls.
•Effective liaison between customers and internal departments.
•Educated customers about billing, payment processing and support policies and procedures.
•Optimized customer support by establishing collaborative service environment.
•Provided basic technical support for clients on wide range of etisalat products (Fixed and Mobile)
•Followed up with customers about resolved issues and got Consent from them to maintain high standards of customer service.
•Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
•Conferred with customers about concerns with products or services to resolve problems and drive sales.
•Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
•Promptly responded to inquiries and requests from prospective customers.
•Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
•Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
•Worked with vendors to schedule more than 300 daily pickups and 2000 weekly deliveries.
•Enhanced productivity levels by anticipating needs and delivering outstanding support.
•Communicated with vendors regarding back order availability, future inventory and special orders.
•Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs.
•Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention.
•Followed-through on all critical inter-departmental escalations to increase customer retention rates.
•Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
•Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
•Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
•Developed quality employees within call center to take over leadership positions.
•Determined quality assurance benchmarks and set standards for improvement.
•Created clear and effective policies governing all aspects of employee work and interaction with customers.
•Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
•Performed supplier risk evaluations and supported regulatory inspections.
•Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
•Assisted customers with product selection based on stated needs, proposed use and budget.
•Increased sales by educating prospects on benefits of products and services in comparison to competitors.
•Engaged end users and answered questions via email, phone, website live chat and in forums.
•Documented all transactions and support interactions in system for future reference and addition to knowledge base.
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Education