freelancer

Mirel Čačković

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Member since November 11, 2019

Customer Service Support Agent

An organised, results-oriented Customer Service Professional with an excellent track record of significantly increasing service quality, sales and customer base. Outstanding communication, relationship-building and influencing skills; competent in building customer relationships which inspire confidence and loyalty. A highly efficient individual with extensive team leadership experience, able to adapt well to new environments and learn new processes quickly to achieve outstanding results. Strong ability to multi-task and prioritise, and able to organise, train and monitor teams.

EMPLOYMENT HISTORY:

Vodafone
FlixBus
Amazon
Tele2

Customer service support agent / Customer Service Assistant/Customer Service and Sales Advisor

Delivers an excellent customer experience, helping customers choose the right product and/or service for their requirements
Conducts problem solving and troubleshooting
Provides technical help to colleagues if required
Conducts contract reconciliations, cashing up and stocktaking
Achieves personal and store KPIs, consistently exceeding key performance indicators, and individual and store targets.
Took inbound calls, dealt with questions efficiently and effectively and input data into ICT systems.
Gave customers the correct advice, and after understanding their needs, up-sold services and turned objections into sales opportunities.
Worked to ensure all individual and team targets were met.
Used tact and discretion to discuss customers’ estates to ascertain whether probate was required.
Developed a number of incentives for team members to achieve targets.
Provided excellent customer service at all times.
Assisted customers with finding suitable products and checked availability in ERP System.
Cold-called customers to up-sell services.
Worked to ensure all individual and team targets were met.
Used tact and discretion to discuss customers’ estates to ascertain whether probate was required.
Provided excellent customer service at all times
Maintained a friendly manner and calm, positive demeanour when handling complaints.

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