I am a client service and soft skills trainer, providing high quality client services and soft skills training for over 10 years.
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Experience
Vodafone UK ltd
Jan 2007 – Present
Cairo-Egypt
Senior Customer Service & Technical Support Agent
* Handles customer requests/issues/questions in a
professional manner, with sensitivity to diverse
audiences, and strives to deliver a first time resolution
service;
* May manage requests/issues/questions that have
not been resolved at first contact, demonstrating
tact and diplomacy;
* Provides accurate and timely information by fully
investigating customer enquiries/complaints, using
available equipment and applications to ensure that
issues/incidents/problems are resolved efficiently and
within SLA or customer expectation;
* Works within defined processes and uses
judgement based on analysis of factual information
to select appropriate course of action to resolve
problems;
* Meets defined KPIs including NPS and sales targets;
* Handles customer requests/issues/questions in a
professional manner, with sensitivity to diverse
audiences, and strives to deliver a first time resolution
service;
* May manage requests/issues/questions that have
not been resolved at first contact, demonstrating
tact and diplomacy;
* Provides accurate and timely information by fully
investigating customer enquiries/complaints, using
available equipment and applications to ensure that
issues/incidents/problems are resolved efficiently and
within SLA or customer expectation;
* Works within defined processes and uses
judgement based on analysis of factual information
to select appropriate course of action to resolve
problems;
* Meets defined KPIs including NPS and sales targets;
