Saba Begum
Call Center Agent
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Summary of Career
Experience as Call Center Agent
05 December 2018
17 April 2019
• Handles Outbound and Inbound Calls
• Handles customer inquiries from beginning of the inquiry to its closing
• Collect all the required data from the customers and update in the system for booking the services.
• Call regular clients daily to confirm the services and texts some of them (Based On clients)
• Book call requests on same day and Arrange driver according to the client request with pertaining to location and timings.
• Follow up to make sure that maid reach on time to the client’s place.
• After confirming the service, will make the printout of the invoices and handover to the supervisor.
• Invoices will be printed on daily basis for the immediate payment clients.
• Update the feedbacks received from the clients in the internal system.
• Alerts the manager on issues or concerns that required escalation
• Participates in individual & team training / meetings to bring knowledge up to date
• Achieves the First Contact Resolution target
• Generating leads from the existing client
Experience as Customer Care Executive
24 April 2019
28 October 2019
• Answer Inbound and Outbound Calls Professionally.
• Answer customer complaints and resolved service issues by providing qualifying repair requests efficiently scheduling on-site service visits via telephone and e-mail.
• Log the customer complaints in the system.
• Need to create job card for each complaint and forward to the concern person.
• Administer e-mails, send and forward to appropriate people regarding the complaint.
• Schedule appointments to inspect the problem.
• Assist and coordinate with Engineers and Technicians regarding the complaints
• Follow up, to ensure that appropriate actions were taken on customer requests.
• Refer unresolved customer grievances or special requests to designated departments for further investigation.
• Effectively communicated with customers and internal colleagues to meet customer's expectations
• Perform all other tasks assigned as required by the department
Experience as Call Center Agent
05 May 2020
03 September 2020
• Handles Inbound and Outbound Calls Professionally
• Answer calls from applicants who wanted to avail of educational, food, medical and rental support provided by Maan Abu Dhabi Government through its “Together We Are Good” programme for Covid 19.
• Answer calls inquiring about Maan, how to volunteer and contribute to their programme.
• Do outbound calls to confirm/verify application information, get further information to repeal rejection, and to advise pick up schedule or other concerns not only for applicant but for volunteers and contributors too.