Front Desk
Nstyle International
Total years of experience :14 years, 7 Months
My duties included;
Welcoming visitors by greeting them, in person or on the telephone; answering or referring inquiries.
Taking customer appointments and advising the about ongoing promotions.
Directs visitors by maintaining employee and department directories; giving instructions.
Dealing with customer complaints and inquiries with the sole aim of customer satisfaction.
Maintaining security by following procedures; monitoring logbook; issuing visitor badges.
Maintains safe and clean reception area by complying with procedures, rules, and regulations.
Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
Contributes to team effort by accomplishing related results as needed.
Responsible for setting the quality standards for incoming and outgoing calls. For the agents
Training agents on the purpose of the team and what can be done to ensure high QA scores. During training, I would let the agents listen to samples of calls gone wrong and calls that went right.
Recording and listening to calls using a checklist to ensure the agent handles the call according to QA standards.
Notifying agents of there over all QA score on listening to a gven call, there in coaching agents with low scores to ascertain they increase their QA standards.
Take inbound calls from customers.
Listen and handle customer complaints
Respond to inquiries and requests from customers.
Determine customers' needs and requirements.
Make outbound calls on behalf of customers to sell their products or services.
Assist clients in providing direct placement services.
Provide accurate information to customers about products or services.
Interact with other departments to resolve issues.
Process client-specific requirements.
Provide on-the-job training to new employees.
Manage and update call logs and reports.
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Education