Saad gabr elfiky

customer service advisorFull Time

• Job Details:Answer inbound calls and respond to customer requests to ensure customer satisfaction and provide superior service via phones, e-mail and faxes as a receiver and caller and follow up on customer inquiries and complaints that is not fulfilled or resolved on queue. · Attend promotion, products, and services UAT’s before commercial lunch and send required amendments to direct manager in order to guarantee smooth launch and operation. · Proceed with certain exceptions according to the documented process & procedures to reach the highest customer satisfaction and FCR target. · Provide quality, efficient and non-judgmental telephone customer service to internal and external customer. · Maintain the agreed on average handling time as defined by contact center management guidelines which will ensure ease of accessibility and maintain the agreed on SL. · Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints to ensure achieving the FCR target. Build customer’s interest in the services and products offered by the company and offer cross selling and/or up selling the company’s solutions, products, & services whenever possible which will guarantee the business continuity and contribute in achieving profit share and raise up the ARPU · Update the existing database with changes and the status of each customer/prospective customer whenever required and complete call logs and reports so that we have valid reference and database for our customers to ensure proper planning & to guarantee taking the right decisions. · Notify the appropriate concerned person when issues or problems arise in order to take proper actions on the spot. · Maintain the required knowledge level of company’s products, services, & solutions and stick to the agreed on formal information sources to insure delivering full and accurate information to the customer. · Follows the agreed on guidelines, policies, processes, &procedures to ensure maintaining the customer’s data confidentiality. · Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the company’s financial position. · Recognizes, documents and alerts the supervisor with trends of customer calls (inquires/complaints/requests) and recommend process improvements which facilitate the CC workflow, reduce cost, and delight the customers.