Skilled in helping customers with complaints and questions, giving customers information about products and services,take orders, and process returns; understanding the product and answering questions about reservations
PROFILE SUMMARY
Extensive experience of XX years in maintaining a positive, empathetic and professional attitude toward customers at all times; responding promptly to customer inquiries; communicating with customers through various channels;acknowledging and resolving customer complaints
Adept in processing orders, forms, applications, and requests; keeping records of customer interactions, transactions,comments and complaints; communicating and coordinating with colleagues as necessary; providing feedback on the efficiency of the customer service process
Deft in ensuring customer satisfaction and provide professional customer support; reviewing or making changes to customer accounts; handling returns or complaints; recording details of customer contacts and actions taken; reviewing and selecting standard responses for answers or solutions
Expertise in ensuring sufficient continued communication and transparency & contractual visibility to both parties along with continuous evaluation of quality, cost & delivery covering erformance program SLA; demonstrated excellence in recommending improvements to functionality, creating and delivering quality services
An effective communicator with excellent relationship building and interpersonal skills backed by strong analytical, problem solving and organizational abilities
ORGANIZATIONAL EXPERIENCE
Since MM YY | XYZ Ltd, Delhi | Customer Service Representative
Key Result Areas:
Opened and maintained customer accounts by recording account information
Resolved 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
Expedited correction or adjustment; followed-up to ensure resolution
Met personal/team sales targets and call handling quotas
Maintained financial accounts by processing customer adjustments; recommended potential products or services to management by collecting customer information and analyzing customer needs
Prepared product or service reports by collecting and analyzing customer information
Contributed to team effort by accomplishing related results as needed; managed large amounts of incoming calls
Generated sales leads; identified and assessed customers’ needs to achieve satisfaction
Built sustainable relationships of trust through open and interactive communication
Provided accurate, valid and complete information by using the right methods/tools
Handled complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution; kept records of customer interactions, process customer accounts and file documents
Resolved customer complaints via phone, email, mail or social media
Took payment information and other pertinent information such as addresses and phone numbers
Answered questions about warranties or terms of sale; handled product recalls
Attempted to persuade customer to reconsider cancellation
Informed customer of deals and promotions; utilized computer technology to handle high call volumes
Key Highlights:
Any existing systems/ processes streamlined???? Results obtained????
Major assignments handled????
Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???
Awards/appreciation letters received???? Other relevant achievements????
MM YY – MM YY | ABCD Ltd, Delhi | Customer Service Representative
Key Result Areas:
Managed large amounts of incoming calls; generated sales leads
Identified and assess customers’ needs to achieve satisfaction
Built sustainable relationships and trust with customer accounts through open and interactive communication
Provided accurate, valid and complete information by using the right methods/tools
Met personal/customer service team sales targets and call handling quotas
Handled customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution; kept records of customer interactions, process customer accounts and file documents
Followed-up communication procedures, guidelines and policies
Took the extra mile to engage customers
Key Highlights:
Any existing systems/ processes streamlined???? Results obtained????
Major assignments handled????
Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???
Awards/appreciation letters received???? Other relevant achievements????
EDUCATION
YYYY
BA from ABC College, Delhi
TECHNICAL PURVIEW
MS Office – Word, Excel & PowerPoint
Internet Applications
PERSONAL DETAILS
Date of Birth: 01st October 1981 | Languages Known: English & Hindi
