Customer-focused professional with a track record of success in responding to customers' needs in accordance with procedures. Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.
● Offering prompt solutions to maintain customer satisfaction.
● Handled requests with friendly, knowledgeable service and support, continually achieving
positive customer feedback.
● Managed high-volume customer queries simultaneously through effective multitasking.
● Troubleshoot glitches and provide techniques to smooth workflow for customers.
● Communicated technical concepts to customers clearly by phone, email and online chat.
● Gave first-line support to customers within agreed Service Line Agreement (SLA).
● Provided remote support for product functionality, maintenance and troubleshooting.
● Improved customer experience, employing effective communication and empathetic listening
skills to address customer concerns.
● Located required products to fulfill order requests.
● Maintained excellent client satisfaction by providing in-depth support.
● Handling own customers and Sales.
● Handling escalation calls, providing appropriate solutions and alternatives and follow up to
ensure resolution
● Respond promptly and professionally to customer inquiries in person, by telephone, message or
by email.
● Recommend new products or services or make suggestions for improvements by identifying
relevant features and benefits.
● Led and supervised teams of 10 members to achieve client satisfaction across all categories of
audit engagement.
● Provided leadership and direction for employees, supervising activities to drive productivity and
efficiency.
● Determine work procedures, work schedules, and workflow for the team.
● Analyze data and statistics of the team performance on defined intervals.
● Trained and empowered staff to resolve complaints appropriately to maintain customer
satisfaction.
● Liaised with other departments to resolve the customer issue.
● Handle complex incidents which require immediate attention and get in touch with customers
via emails, phone calls, messages, if required.
● Conduct meetings with Managers to discuss process improvements and issues.
● Listening & providing the best possible solution to the problems of the agents to keep them
focused and highly motivated for consistent good performance.