Masters in Human Resource Management. Experience in Telecom and F&B sector of total 10 years. Customer services (face to face, call center and social media platforms) expert. Professional in handling customer and building relationship for long term effect. Team management and working under pressure are my key skills. Highly motivated and adaptive.
Greeting the customers wjo are visiting at Service Center. Resolving their complaints regarding cellular service. Providing them extra ordinary customer service. Up selling Value Added Services after assessing their pattern of usage and requirement. Selling of products like Internet devices, Home routers and Mobile phones and giving after sales services.
Managing the staff.
My JD includes:
• Correspondence with customer via e-mail.
• Answering product and service questions; suggesting information about other products and services.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem
• expediting correction or adjustment; following up to ensure resolution
• Escalate technical tickets to the appropriate technical support team.
• Make quick and accurate responses to customers against common queries.
Being a Live Chat/Social Media Executive, my core responsibility was to maintain service level of traffic on social site (i.e. Facebook) and on Live Chat, which can be initiated by any personal from Ufone website. My JD also include to respond customer in shortest possible time and give online resolution where applicable and forward the complaint to concerned team where required. In my 3 years tenure, I gave the performance which was required by my management. Indeed, make efforts to give more than the required and this efforts results in my promotion from Live Chat/Social Media Executive to Support Centre (Correspondence) Executive.
I was responsible for taking calls of customers at helpline and answering their queries and recording their complaints on call. My core responsibility was to achieve the assigned call target with 100% quality and achieving all the KPIs. I got top positions 3 top positions during my tenure in call centre.