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概要
I am MUHAMMAD Shoaib belong to Shikarpur Sindh.
I have done BBA and Diploma in IT.
I have more than 6 years experience about CUSTOMER SERVICES in which (Front, Call Center Corporate Affairs). Presently I am working with (China Mobile Pakistan Company Limited) CMPAK ZONG as CUSTOMER SERVICES REPRESENTATIVE at Zong Airport Corporate Lounge located at Jinnah International Airport Karachi.
I am looking for a challenging position that will provide an opportunity for professional advancement and full utilization of my education and skills to grow with the organization, A highly driven professional possessing Excellent Skills with Certification to credit, seeking a position to contribute exceptional skills and analytical qualities to support expertise for the progress of a leading national or multinational organization, I am young energetic, hard worker and can perform all work, ability to work independently as well as a part of team.
项目
工作经历
Customer Services Representative (Airport Corporate Lounge at JIAP Karachi)
• Complete understanding of Customer Services SOPs
• Customer Care
• Customer Satisfaction
• Complete Information
• First Contact Resolution
• Responsible for achieving high customer satisfaction through priority quality service delivery
• Take accurate measures against feedback provided by Corporate Customers
• Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities.
• Ensure complaints are handled within the given time frame (All complaints logged with on FCR)
• Follow ups on critical and pending issues.
• Daily team meetings to keep staff updated with changes
• Co-ordination within and outside department for smooth and efficient work flow
• Code of conduct and a strict adherence
• To ensure proper administration and discipline in Airport Lounge.
Customer Care Representative
Proficient in customers’ calls handling with effective communication skills.
Develop rapport and strong relationships with all customers at every interaction in order to enhance customer loyalty and retention.
Convincing customers in a positive manner and providing solutions that closely relates to their communication needs.
Initiates required action in response to customer service requests, and communicates required changes to the appropriate personnel/departments via organizational CRM.
Proficient in applications like Avaya, Siebel, Citrix, Mobics, HLS, and many other application using customer care department.
Provide initial assessment of urgency and business impact on all customer calls.
Responsible for diagnosis and resolution of customer issues in accordance with NCU SOPs and best practices.
Escalate to second or third level in accordance with Network Complaint Unit escalation processes.
Maintain overall ownership of customer’s issue & service ensuring that they receive resolution within a reasonable timeframe.
Customer Service Representative
Customer Services, Data Entry Operator, MIB’s, Data Keeping of Shipments, Record keeping of incoming & Outgoing Emails, Calling Customer Services, Keeping Every Activity in Record as Required by Organization.Cares Web Client Software, FMS software, WCMS Software, MIB's, Customer Services, Postpaid Target, Generate NPR, Data Keeping of Mobile Number Portability & Ownership Change Request, Record keeping of incoming & outgoing Emails, Net research for Technical Sites as required during the Promos, Calling Customer Services
