Customer Service Representative
CurrentResponsible for ensuring that customer’s enquiries are resolved at first point of contact, unless specialist knowledge or further investigation is requires. Doing this by using judgement and taking decisions within established procedure for each enquiriesReporting to the Director of service quality, primarily responsible for internal customers and all external customersHandling and swiftly resolving customer complaints in a professional and effective mannerDeveloped stores’ monthly incentive programme and cost justifyingAnalyzed and tracked Customer’s data for over 15,000 customers monthly.Supervising, motivating and developing team reward and recognition programmes.Creating and introducing in-store customer awareness and feedback forms with most useful results.Tracked and monitored customers subscription processes weekly.Managed a team of 48 in-house and 4 outsourced customer service representatives, ensuring they delivered high quality customer care on a daily basis.Maintained and organized databases of customer information to ensure personalized service Validating and making conclusions from data for decision-making purposes.Trained several new employees in, data entry, data retrieval, persuasion, and conflict resolutionAchieved an average of 95%+ customer satisfaction rating over the course of three years.Resolved 93% of incoming customer requests and problems, referring only the most complex to the office manager.Persuaded 80% of canceling customers to continue using phone and Internet services, higher than company average
