Customer Service Specialist
Al-Kharafi Global Trade. & Cont. co
Total years of experience :7 years, 2 Months
• Take customers orders via phone. ( Johnny Rockets Kuwait- Leila min Lebanon restaurant- Nino-Arbys)
• Handling any complaint related to delivery orders and follow up with all restaurants branches.
• Follow up and take care of online orders made by customers using mobile application or our partner’s websites on system. (talabat, carriage, zitaat)
• Take care of online menu content translation on our partner’s ( talabat, carriage and zitaat ) dash boards ( English and Arabic )
• Mentoring and training up junior and new staff.
• Ensure that all customers receiving a VIP service by conduct customer satisfaction telephone survey.
• Use back office applications effectively such Manage Branches, Closing and Opening Business day , attendance and performance reports, sales reports And Complaint reports for all brands
• Perform outbound calls for brands Promotions.
• Sale company products ( lines, cell phone, usb, router, accessories )
• Handle customer’s inquiry in adding or deleting any service, Migrate between different tariffs on postpaid and prepaid lines taking actions using system applications.
• Follow up handling rules and next step action.
• Answer inquiry & receiving complaints from customers related to their lines or internet connection
• After 6 month promoted to be “ Service Expert ”
• Joining special training for the technician.
• Start as service expert resolve any complaint regarding internet connection (mobile internet, usb, router configuration and data transfer )
• Also, training the staff about the common about the customers problem with connection to make them solve the problem from first time customer complaint from before rise it to me to gain customer satisfaction.
• Act as team leader as I take tasks like send sales report after export it from our application tools and closing cash of the store and transfer it to the bank daily .
• Make the quality sheet & online test to enhance agents performance
• Take care of the store display, arrange it, and make sure that each slot has the price.
• Coach the team, and briefing them before the shift.
• Teaches new hires how to use system tools & handling rules and process
• Meet with clients inside the company then start to explain the different systems we have for displaying like
(Ware house, super market, clothes shop, modern clothes room) and find the best solution for them to close the deal and sign the contracts
• Also, print the system customer choose from the application we have to remove from the stock
• Send the technician to the customer to install the system for the customer
• Follow up with the customer to make sure he is satisfied about our product and service
• Arabic & English handling calls
• Handle customers inquiry via phone about phone numbers, addresses
• Also, send massage with the details ( phone number or address )
• Use the job tools (telephone and computer) and system applications effectively.
• Handling customers inquiry and complains via phone
• Identify and assess customers’ needs to achieve satisfaction
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Support customer and resolve mobile internet, usb connection
• Also, billing and change rate plans, settle the postpaid line, change rate plans
• Prepare AHT reports.
courses: Sponsored by the Future Generation Foundation (FGF
General estimate: fair