Supports and provides superior service via phones, e-mails and faxes as a receiver and caller and follow-up on customer inquiries and complaints that is not fulfilled or resolved on queue ensuring full customer satisfaction.
• Answers inbound calls and respond to customer requests to ensure customer satisfaction.
• Provide quality, efficient and non-judgmental telephone customer service to internal and external customers.
• Maintains the agreed on average handling time as defined by Contact center Management guidelines to 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.
• Builds 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.
• Updates 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 a valid reference and database for our customers to ensure proper planning & to guarantee taking the right decisions.
• Notifies the appropriate concerned person when issues or problems arise in order to take proper actions on the spot.
• Maintains the required knowledge level of the company’s products, services, & solutions and stick to the agreed on formal information sources to ensure delivering full and accurate information to the customer.
• Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the company’s financial position.
• Recommends process improvements to facilitate the Customer care work and delight the customers.

Coordinating the sales team and assisting with recruiting and training new hires.
• Providing product demonstrations to staff and clients, and taking the lead in resolving complaints.
• Analyzing sales team performance and scheduling training/refresher sessions accordingly.
• Conducting market research and sharing findings with the team.
• Working alongside the team to draw up strategies to increase customer base.
• Setting sales targets and implementing incentives.
• Providing accurate sales forecasts and allocating resources so targets are met.
• Managing a network of vendors and suppliers.
• Maintaining excellent relationships with customers that are built on trust, and encouraging the rest of the sales team to follow this example.
• Keeping up-to-date with advancements in marketing.

recruiting, training, supervising and appraising staff
• managing budgets
• maintaining statistical and financial records
• dealing with customer queries and complaints
• overseeing pricing and stock control
• maximising profitability and setting/meeting sales targets, including motivating staff to do so
• ensuring compliance with health and safety legislation
• preparing promotional materials and displays
• liaising with head office.

Website and software application designing, building, or maintaining.
• Using scripting or authoring languages, management tools, content creation tools, applications, and digital media.
• Conferring with teams to resolve conflicts, prioritize needs, develop content criteria, or choose solutions.
• Directing or performing Website updates.
• Developing or validating test routines and schedules to ensure that test cases mimic external interfaces and address all browser and device types.
• Editing, writing, or designing Website content, and directing team members who produce content.
• Maintaining an understanding of the latest Web applications and programming practices through education, study, and participation in conferences, workshops, and groups.
• Back up files from Web sites to local directories for recovery.
• Identifying problems uncovered by customer feedback and testing, and correcting or referring problems to appropriate personnel for correction.
• Evaluating code to ensure it meets industry standards, is valid, is properly structured, and is compatible with browsers, devices, or operating systems.
• Determining user needs by analyzing technical requirements.