Customer services

• Managing Team consist of more than 50 members including 4 Team Leaders.
• Responsible to manage services level.
• Reviewing the daily reports of staff, identifying training needs and arranging the sessions with Recruitment and Development Team.
• Reviewing the team leader day to day activities, arranging meetings to plan the smooth operation.
• Organizing staff as per requirement to handle the call volume and to maintain the services level.
• Motivating and report sharing to achieve the daily sales targets.
• Staff recruitment for contact center
• Escalating and handling admin related issues
• Staff retention, motivation, training requirements.
• Forecasting call volume by analyzing the past records and arranging the staff as per requirement.
• Coordination with different departments to insure the smooth operations and to insure the excellent customer services by resolving the complaint in the given TAT.
• Reviewing the antiquation process and suggesting the necessary changes in the process to provide FCR to customer.
• Incurring that staff is aware about the current updates by arrange meeting and huddles.
• Communicating the management requirement to the staff in daily meetings.
• Circulation of reports, productivity, and updates with the staff.
• Managing team leaders shifts.
• Handling staff complaints and providing the timely resolution.
• Handling escalation cases / calls
• Training.
• Coaching and Counseling session including PBOs and TLs.

Responsibilities As Team Leader

• Develop a strategy the team will use to reach its goal
• Provide any training that team members need
• Communicate clear instructions to team members
• Listen to team members' feedback
• Monitor team members' participation to ensure the training they providing is
being put into use, and also to see if any additional training is needed
• Manage the flow of day-to-day operations
• Create reports to update the company on the team's progress
• Distribute reports to the appropriate personnel
Responsibility as Customer Services Individual as Team Leader

• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
• Troubleshoot customer issues over the phone. Use automated information systems to analyze the customer’s situation.
• Maintain a balance between company policy and customer benefit in decision making, handles issues in the best interest of both customer and company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Responsible for compiling and generating reports as they relate to customer service surveys.
Responsibility towards Team

• Understanding team dynamics and encouraging good relationships
• Selecting and developing the right people
• Delegating effectively
• Motivating Team individuals and team
• Managing discipline and dealing with conflict
• Communicating effectively
• Planning, making decisions, and problem solving

• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem, following up to ensure resolution.
• Maintains financial accounts by processing customer transactions
• Recommends potential products or services to management by collecting customer’s information and analyzing customer needs.
• Answer customer inquiry phone calls and address their questions with accurate answers and also attend to customers who come to the organization in person
• Receive customer complaints with an open mind and make genuine efforts to provide solutions to them
• Keep clean records of all customer inquiries, complaints, and transactions for future reference and evaluation by management
• Ensure that necessary changes are made upon customers’ complaints to avoid a repeat and make them patronize the organization again
• Take accurate information such as change of address records and make available service discontinuance order for contract forms on the computer system
• Make improvement suggestions on products and services from customer feedback for better service delivery.
• Good human relations skills for relating with customers effectively
• Good temperament in dealing with difficult customers
• Ability to multitask in attending to different customer needs
• Ability to pay attention to detail in taking customers’ orders and deliveries, as well as complaints
• Excellent phone etiquette in dealing with customers over the phone.

• The duties of a Collections Specialist include collection calls and/or correspondence in a fast paced goal oriented collections department
• Providing customer service regarding collection issues, process customer refunds, process and review account adjustments, resolve client discrepancies and short payments. Responsible for monitoring and maintaining assigned accounts- Customer calls, account adjustments, small balance write off, customer reconciliations and processing credit memos
• Accountable for reducing delinquency for assigned accounts
• Perform other assigned tasks and duties necessary to support the Accounts Receivable Department
• Enlist the efforts of sales and senior management when necessary to accelerate the collection process
• Must communicate & follow up effectively with sales dept regarding customer accounts on a timely basis

• Door to door presentations of credit cards.
• Maintain knowledge on all products and services and present all information appropriately related to credit cards, futures and benefits.
• Monitor all complaints and leads for sales and ensure response within required timeframe and maintain all appointments with customers and participate in various training programs and meetings.