Prepare Weekly and Monthly Reports:Generate detailed customer service reports for ODEL, MySoftlogic, Glomark, Softlogic Computers, and Service Centers (E-commerce sectors).Compile and present reports on social media inquiries, comments, and interactions for Glomark and MySoftlogic.Monthly Charge-Out Reporting:Produce charge-out reports covering ODEL, MySoftlogic, Glomark, Hire Purchase, and outbound call updates.Include key metrics such as dispatch reports, abandoned orders, bank transfers, and delivery delays.Agent Management:Create and maintain the weekly roster for agents, ensuring optimal coverage.Monitor agent attendance and break times for compliance and productivity.Call Center Oversight and Escalations:Oversee daily call center operations and handle escalation calls effectively.Report priority inquiries and complaints to management for ODEL, Softlogic, and Glomark.

Ensure that all outbound calls are handled in a timelyand accurate manner by the Call Center Agents andthereby achieving specified KPI’s set by theManagement.Provide customers with resolutions to their querieswith High Customer satisfaction.Ensure Customer Complaint Management is resolvedin a timely and accurate manner.Establish and maintain efficiency levels of theOrganization by cross-training agents on one ormore entities in addition to their primary account.Ensure that the assigned team has low attributionand is fostered by a supportive culture and team spirit.

Recruiting necessary Service Professionals as required forthe Task.Monitoring and following up the financial detailsconcerning the Customer and the Service Professional.Communicating with the customers and understandingtheir needs and assigning the relevant ServiceProfessional for the job at hand.Escalating any issues between the customer and ServiceProfessional to the necessary department Head.Providing the Service Professional with their requiredpaperwork to be-filled at the point of employment by thecompany.Maintaining all Service Professional files with discretionand keeping them up to date and standard.Organizing and conducting promotional campaigns toaide with the company's marketing process.Conducted a comprehensive training session for outsourced call center officials. The training session includedcustomer calling etiquettes, documenting communicationprocess, handling pressure calls and conductingoperations using the call center console application andefficient and effective follow-up activities post-customercommunication.Conducting Training and comprehensive workshops withService Professionals, aiding them to understand andwork with the web and mobile-based applicationprovided. The Training session included handling highprofile clientele and conduct themselves in aprofessional manner at the client’s location.Overseeing operational staff in the team.

Familiarize the team with the needs and specifications ofthe customer, while providing the necessary guidance todesign targets understand the development process,techniques and provide tools to support taskperformance.Initiate sub-groups or sub-teams as appropriate toresolve issues and perform tasks accordingly.Ensure that escalated issues are resolved amicably.Organizing key performance indicators for juniorcustomer experience associates.Assist Junior Customer Service Representatives introubleshooting orders that require special handling.Respond to customer inquiries and problem-solving in aprofessional and effective manner.Oversee customer issues and ensure effective and long-term problem resolution.Initiated a troubleshooting mechanism and softwaresystem along with the CEO of the Company to effectivelyhandle escalated issues regarding After Sales Services,Stock Management and Customer Care Pressure Points.Monitoring the Key Performance Indicator of thereporting team to ensure that their performance is up tostandard.

Handle Customer inquiries and follow through witheffective solutions.Inform customers about key products and brand-newpackages introduced to the general public.Effectively manage customer complaints and providetimely solutions.Responsible for overall service quality