Multi Skilled Agent
CurrentStrong customer service skills with both inbound and outbound calls.Can manage and prioritise workloads with case management when required.Part of NPS team contacting customers to help improve score and reduce churn.Offered technical support for Voice, Broadband and TV.Can deal with high level complaints, face to face, over the phone and on line.Worked offshore supporting colleagues in ManilaSupported customer service and billing-related queries from TV or multi-product base customers.Promoted a good team and working environment and participated constructively in team meetingsEscalated faults to the relevant parties, monitoring their performance against SLAs, where applicable.Responsible for the day to day allocation of work within the team ensuring all call backs are achieved.Fedback customer trends to line manager and promoted positive change for our customers.A good understanding of business software, programmes and systems.Strong attention to detail and can analyse and produce written reports.Good coach with an understanding of GROW and SMART methods
