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Customer Relations Officer – Bengali – Lahore – Telenor

This job entails customer interaction in an inbound/outbound contact centre environment. A CRO is required to ensure highest standards of customer service by providing the right solution/information to customers through phone, fax, sms, email (or any other channel of communication) in an efficient, accurate and secure manner meeting all Targets/KPIs. As contact centre is a 24/7 environment the CRO is required to be flexible in terms of working hours and days.

Knowledge Areas:    
Responsible for meeting all targets/KPI’s on daily bases as set by the Department.
Responsible for achieving high customer satisfaction high quality service delivery and ensuring First Call Resolution (FCR).
Create awareness among the customers and promote IVR / Self service tools’ usage to provide low cost automated services.
A strict adherence to shift and break schedule as communicated by the operations department.
A strict compliance to company/divisional policies, plans and strategies to achieve company/divisional goals along with complete understanding of Code of Conduct.
Gather customer’s concerns/suggestions, ensure that customer’s voice is being channelled to the right place and follow up.
Responsible of maintaining/updating complete knowledge and compliance of CRD processes, routines and procedures along with products/offers being introduced in the department

Command on Bangla language (can read, write and speak)
Fresh Graduates are encouraged to apply
Excellent oral and written communication skills both in Urdu and English (regional languages are a plus).
Analytical & Problem solving skills.
Interpersonal Skills.
Listening Skills.
Computer knowledge in general and specifically in Microsoft Office products
Work independently and in a team
Flexible to work in different shifts 24/7.
Customer service attitude.

Application Deadline:     06-Feb-2013

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