Call Center Representative

Date: February 17, 2008 – 15th Jan 2011

Job Title: Call Center Representative

Organization: MTN Afghanistan

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s).

·          Answering customers’ enquiries, complaints, requests and providing support to the customers on phone.

Educates customers about existing and new products and services which may include promotional sales.
Customer Interaction, Welcoming Customer (greeting customer with smile and   confidence).
Customer queries (Complete knowledge of MTN new offers/promos and all Product and services).
MTN vs. Competitions information (Providing correct and convincing info).
TABS information and usage (complete info and usage of all applications on spot).
Achieving service targets (Call Centre KPIs, customer waiting time in queue, complaint resolution and accurate info/on spot).
Reports (timely and accurate reporting).
Team Champion positive attitude (Support Team, Ideas, solutions, cooperation and assist team in achieving goals).
·         Outlook information and usage ability to receive new services and promotions guidance on time and sending any new complaint to the available team leader

Highlighting customer complaints and requests those are not solvable on the spot to Back Office for solution.

January   2011 till now  I am working in back office OR Dealer support team,

The major tasks

·         SIM Change

·         Reactivation

·         Damage vouchers

·         Handling dealer complaining

·         Receiving calls from dealer