Rana Rabea Abdallah

Customer Service AdministratorFull Time

• Job Details:• Dealing with Irish Business Customers for Telecom Company. • Managing Large Customers’ Accounts bills/Finances, Sales and Technical queries. • Handling SOHO(3 to 5 numbers/account), SME(5 to 200 numbers/ Account) and Corporate Accounts (over 200 numbers/ Account). • Taking Inbound calls ranging (20-40 calls/day) and outbound Follow-up calls (20-50 calls/day) • Maintaining an Overall NPS Score over 50-80 on a time range of 12 months (Customer feedback) • Directing Customers’ objections and conflicts to deliver Customer Satisfaction. • Supported angry and Frustrated Customers and reaching Resolution to their queries • Assisted Customers with products and Services that are Updated Every 2 to 6 months and explaining the change in terms and conditions • Addressing different cases and issues, Following Up with Different departments, Reaching Resolution and confirming the Outcome with the concerned Customer. • Coaching Junior/new recruits with the necessary knowledge to deal with all their responsibilities teaching them crucial skills (Technical skills - soft skills)