Dynamic professional with proven experience as a Personal Banker at Concentrix Daksh Pvt Ltd, excelling in effective communication and problem-solving. Achieved high customer satisfaction through real-time resolutions and adeptly managed complex inquiries. Skilled in project management, I consistently delivered results while fostering teamwork and maintaining compliance with industry standards.
Handle Inbound and Outbound Calls Professionally and Efficiently
Effectively manage high volumes of customer interactions through both inbound and outbound calls/chats. Ensure each call is handled with professionalism, courtesy, and a customer-first approach utilize active listening and clear communication to understand customer needs, resolve queries, and deliver a seamless service experience. Maintain adherence to call handling protocols, including call flow, escalation procedures, and compliance standards.
Provide Accurate Information Regarding Rogers Products, Services, Plans, and Promotions
Serve as a knowledgeable point of contact for Rogers Communications customers by delivering precise and up-to-date information on mobile, internet, cable TV, and bundled service offerings. Assist customers in understanding plan features, pricing structures, and promotional benefits. Tailor recommendations based on customer usage patterns and preferences, ensuring alignment with their needs and budget.
Resolve Customer Complaints, Technical Issues, and Billing Disputes with Empathy and Clarity
Address customer concerns with patience and empathy, ensuring a positive resolution experience troubleshoot service-related issues using diagnostic tools and scripts, and provide clear guidance to restore functionality. Investigate billing discrepancies, explain charges, and offer corrective actions or adjustments where applicable. Maintain composure in challenging situations and ensure customer satisfaction through effective problem-solving.
Process Service Requests, Upgrades, Cancellations, and Account Modifications
Facilitate customer requests related to new service activations, plan upgrades, device changes, and account cancellations. Ensure all transactions are processed accurately and in accordance with company policies. Update customer profiles, contact details, and service preferences in the CRM system. Provide clear instructions and confirmations to customers regarding changes made to their accounts.
Document Customer Interactions and Follow Up on Unresolved Issues
Accurately log all customer interactions, including inquiries, resolutions, and pending actions, in the designated CRM platform. Ensure documentation is complete, compliant, and accessible for future reference. Proactively follow up on unresolved or escalated issues to ensure timely closure and customer satisfaction. Maintain confidentiality and integrity in handling sensitive customer information.
Meet Performance Metrics Including Call Quality, Resolution Rate, and Customer Satisfaction
Consistently achieve individual and team performance targets such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction Score (CSAT). Adhere to quality assurance standards and participate in regular performance reviews. Implement feedback from supervisors and quality audits to improve service delivery and contribute to overall team success.
I hereby declare that the information and the records submitted as indicated above is true and correct to the best of my knowledge and belife.