Operations Executive and Team Lead Community Management of Orient electronics online sales ( E-Commerce)- Blueeast Private Limited
PTCL Contact Center as Technical Support Analyst and Floor Supervisor (Broad Band) providing solutions related to broadband Modem /routers, IPTV, EVO, IP cameras.
Handling order processing from confirmation till dispatch by using magneto admin panel/shopify,
TCS coordination to deliver/Return the shipment in time.
Maintaining mega sheet for sales forecasting and planning of sales promotions.
with development Team for changes in www.orient.com.pk and www.clickmall.com
Management of development of orient.com.pk and clickmall.com
Launch of orient.com.pk
Agency Coordination to design the web Banners/Carousel Images/Social media posting for Online campaign
Stream line all dispatch operations for the end customers.
Establishment of complaint handling mechanism and after sales product feed back
Started customer loyalty program for brand building.
Management of pricing strategy to avoid price effect on dealer’s network.
Customer Services/Community Management:
Answering to customer queries both on live chat (Intercom/Crisp/Face book messenger) and on phone calls.
Quickly research and investigate issues that concern a customer.
Take ownership of customer’s needs, and always see problems through until they are fully resolved.
Worked in PTCL Contact Center (4 Years) as Technical Support Analyst and Floor Supervisor (Broad Band) providing solutions related to broadband Modem /routers, IPTV, EVO, IP cameras.
Provide Troubleshooting using TR-069 Configuration and technical support.
Resolve client issues (CRM/CMS), requests in an efficient and quick manner.
Data validation and data entry whenever required.
Meeting SLA (Service Level Agreement) requirements.
Meeting QA (Quality Assurance) standards.
Provide technical support of broadband services to consumers.
Coordination and meeting with customers and reporting to Floor Manager.
Configure different types of modems.
Motivate and encourage agents through positive communication and feedback.
Maintain Customer Satisfaction.