Industry:Computer / Information Technology (Software)Employment Period:November 2020 to May 2023 (30 Months)Duties and Responsibilities:
- Respond to customer inquiries and provide information about products and services
- Resolve customer complaints and issues in a timely and professional manner
- Process customer orders and transactions, with a high observance of detail
- Maintain accurate records of customer interactions and transactions
- Ensure compliance with company policies and procedures
- Under no circumstance accept cancellation and opt the customer out without first seeking approval from the SPCM or a manager.
- If you can talk them into staying.
- Communicate with customers via phone, email, and online meetings Identify and report customer service trends and issues to management
- Specifically, the PMS will support the SPMC with tactical initiatives to stimulate a sense of satisfaction, value in the program and a sense that they get a great benefit over and above the basic functions of the plan.
- As requested, each month, the CMC will be asked to engage with the customer to encourage their participation in:
- Ensuring that every customer gets the maximum benefit from their investment
- Ensuring that every month every active customer sends their campaign unless otherwise agreed on with the customer and the SPMC or manager
- Stimulating interest and excitement about their campaigns and coaching them to recognise the great value in the services we provide for them
- Encouraging list refreshing and renewal, using list-building tips and tricks Tracking open rates and informing the customer how well they are doing, with highlights of who showed particular interest in the content
- Soliciting custom content 12-month plans from all Premium plan holders
- Encouraging LinkedIn and social media sharing on every active account
- Offering advice around follow-ups on all enquiries
- Identifying all online enquiries and making sure they are followed up by the customer
- Identifying all low NPS scores and working with the customer to increase their score of us through better use of tools and training
- Seeking feedback from customers for testimonials, especially in cases where a new or increased policy was created due to the campaign
- Asking for recommendations from customers of other customers not on the program that may benefit from joining the program – i.e. sales leads
- Generally, demonstrate a “can do, want to do” attitude alongside high levels of attention to detail with the customer and with the Support teams
- Taking an interest in the customers’ sector, to fully understand what the customer does and who his customer (end-user) is.
- Gab has been working for more than 10 years, He has a degree in Legal Management. He worked in IT, Financial, BPO and B2B Industries.
- He responded to customer inquiries and provided information about the company's products and services. He resolved customer complaints and issues and processed customer orders and transactions, He handled inbound and outbound calls and emails. He ensured that the customers got the maximum benefit from the investment. He offers campaigns to active customers and encourages them to renew their accounts. He finds customers with delinquent accounts from clients using mobile services, personal loans and credit card bills. He assists customers with their inquiries, concerns and disputes. He suggests and upsells products and services to customers.
- He used
- Salesforce
- Debt tracker
- He can start ASAP and is open for full-time and part-time.
Predictive Index Behavioral Profile - CollaboratorStrongest Behavior
- Persistence; consistent pursuit of goals in calm, methodical manner even when setbacks occur. Opinionated; slow to change.
- Casual with rules. Focused on the goal, not how to get there; willing to bend the rules. Delegates implementation details.
- Unworried and unhurried; takes each day as it comes with little planning for what might happen, particularly given the predictable routines that have been established.
Behavioral SummaryJose Lino is a warm, informal, outgoing, and congenial person who gets along comfortably with most people, meets new people easily and enjoys doing so, and works as well in group situations as well as one-on-one. A persistent, eager helper; has the kind of comfort with intangibles required to do work requiring an intuitive understanding of others’ viewpoints and feelings.
He is able to reach and stimulate others while being aware of and sympathetically interested in their needs. Unselfish and derives satisfaction from doing things for other people and being liked and appreciated by them for doing so.