Customer Experience Specialist.• Handle customer complaints or inquiries in a timely and effective manner via telephone and emails • Exhibiting competent product knowledge and selling other Value-Added Services (VAS) for increasing revenue• Documenting all call information according to standard operating procedures and updating Customer Relations Management (CRM) database• Follow up with customer calls where necessary.• Upsell products and services.• Complete call logs and reports• Route calls to appropriate resources• Provide leadership duties and supervise other team’s activities for periodical reports and assessments • Escalating and following up with Management for issues that requires their attention when the need arises • Provide customers with needed information and support to their satisfaction.• Work closely with team leads, supervisors, and the call centre Managers to ensure synergy and all-time customer satisfaction.• Adherence to call scripts and call centre policies.• Compile reports for Management decision

Team Member Follow up and close Loop• Following up on customer complaints, inquiries, and requests received via the various lines of business (inbound, email, live chat, etc.) in the center, ensuring resolution is achieved within the turnaround time.• Managing customers' expectations by ensuring feedback is relayed and updates are provided when immediate resolution may not be achieved.• Ensuring complaints or requests are completely closed out by continuously following up with the responsible units until resolution is achieved.• Constantly liaising with various teams to identify areas in need of improvement to guarantee customers’ satisfaction.