• Selecting Call Center staff admitted after recruitment • Granting necessary support(training/ workshop) for the understanding, application and use in optimal conditions of procedures or specific instructions for agents working both in Call Center, as well as for the Administration Team and Complaints • Direct and effective involvement in the monthly assessments of Call Center and Administration Team agents • Effective participation in the elaboration of plans and training materials for Call Center and Administration Team new agents • Granting on-line technical or informational support (by phone, in writing or e-mail) to internal and external customers, or agents • Upgrading the internal database - Intranet • Maintaining the connection with trainers in order to correct and improve procedures and training materials of new agents • Drawing monthly activity reports and audit reports • Communicating with the customers and relating to my staff in accordance with the company strategy regarding the relation with the customers • Participating in internal and international technical or administrative projects. • Project Manager for various national and international projects like: Blackberry aquisition, RightNow implementation and 3G launching.
• Solving various requests received from the internal/external clients efficiently and in a shorter time as possible • Indirect participation in monthly evaluations of call center agents • Fulfilling of the supervisor tasks during the weekend
• Solving calls from clients and making calls to residential and foreign clients, according to the work plan • Solving customer requests in a limited time
• Cashing clients’ money and writing them invoices when necessary • Solving clients’ requests in a minimum time • Creating and organizing the advertising posters
Calling the clients in order to present them the benefits of our fidelity program and sell our product Meeting with the clients after they’ve agreed to accept the offer Keeping in touch with old clients in order to maintain their trust