● Assisting customers in filing claims online and as well as walk them through the process over the phone as well.
● Providing them with the best resolution option i.e either Reimbursement, replacement or get it repaired from our Local repair authorized shops.
● Initial troubleshooting for mobiles, computers and TV's to help customers resolving the issues following First call resolution i.e FCR.
● Assisting customers in purchasing the most suitable plans for their appliances.
● Assisting customers with their queries regarding the product.
● Communicate timely correspondence back to customers, track and resolving any issues regarding product.
● Ability to deal with escalated and angry customers and ensuring that their unpleasant experience is reverted by helping them with the issue.
● Managing and maintaining the warranties through the process of registration using Sales force.
● Keeping record of all the phone calls through ticketing and logging the
● Addressing customer complaints
● Attending telephone enquiries
● Documenting all customer issues in CRM system
● Check stock levels daily and inform of depleting stocks to the store manager in order to replenish and maintain optimum stock levels
● Planning, Analyzing and Monitoring Levels of Inventory
● Monitoring and maintaining the product delivery schedule
● Ensure all Product Data is set up and accurately maintained on all Company systems
● Hands on experience in handling customer concerns and enquiries related to products and services
● Ensure that all deliveries for the next two days have been confirmed by phone.
● Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
● Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
● Gather customer information and determine the issue by evaluating and analyzing the symptoms.
● Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more.
● Research required information using available resources.
● Listening to customer requirements and presenting appropriately to make a sale.
● Doing multitasking such as attending calls , mails and Chat at the same time.