Responsibilities :

• Answer inbound calls and Identify customers’ needs, provide correct information.
• Handle customers complaints and provide solutions and/or alternatives.
• Respond efficiently and accurately to callers, and ensuring that clients feel supported and valued.
• Adhere to all company policies and procedures.
• Provide recommendations for products or services offers that may better suit client needs.
• Report to the Supervisor any alarming complaint.
• Take part in practical training to new contact center employees.
• Engage in active listening with callers, confirm or clarify information and diffusing angry clients, as needed.
• Build lasting relationships with clients and other call center team members and supervisors based on trust and reliability.
• Support sales team and escalate all dealers request to sales help desk team.
• Answer RBT calls and downloading  tunes to customers.
• Understand and strive to achieve call center objectives while providing best customer experience.
• Achieve the department’s pre-established objectives.
• Follow up difficult cases and ensure their resolution in the most efficient manner.
• Maintain a working knowledge of company products, offers, services.
• Perform additional tasks and responsibilities related to the scope of work, as assigned from Contact Center management.