Call Center Operator

Operator Call Center

Company:Telecom Italy*

Period: 01 /12/2009 01/04/2010

Responsibilities:

·                     Calling the target B2B Customers Via Phone

·                     Professional presentation of Products

·                     Creating a professional relation based on Business Profile

·                     Making appointments via Phone

·                     Offering free information to the targeted  Prospects

·                     Giving the right guidance over the phone regarding promotions

Skills & Abilities:

·                     Speaking confidently

·                     A good knowledge of the Products

·                     Control of voice

·                     Quality and Power of Persuasion

·                     A good understanding of values and policies

·                     Speaking clearly

·                     Italian Fluency 100%

Language Spoken: Italian & English 100% Fluency

Advantages & Key Positive points:

·                     A better understanding of Human Relationship

·                     Working Contract

·                     Taxes Paid

·                     Insurance Paid

·                     Pension Scheme paid

·                     Holidays paid yearly

Courses:

·                     Attendance 100%

·                     Diploma 

·                     Development of Cold Calling  skills

·                     One week  Call Center's Systems Info Free


__________________________________________________

Operator Call Center

Company: Fastweb *

Period: 01 /04/2010   to August 2010

Position:  Call Center Operator	Department: Call Center
Reports To: Gabi CRETU	STATUS :Active
Approved Date:  2010	Review and Revision Date:  JULY 2010

SUMMARY:

The Call Center Operator is responsible for answering incoming telephones for all of the needs of  offices, scheduling and confirming appointments, rescheduling appointments when needed, having a high  understanding of presentation plans  and taking very detailed messages for the clients/customers/.

PHYSICAL GUIDELINES:

The ability to sit for extended periods;; utilize computer, monitor, and keyboard for up to 10 hours.

DUTIES AND RESPONSIBILITIES:

*1.       Telephone Operations

a.        Answer all incoming telephone calls and dispose of properly via appropriate transfer,

taking a message, or follow-up and return call

b.      Route all calls to and from the  Call Center in the a.m. and p.m.

c.       Routinely checks the queue to monitor calls holding.

d.      Route all calls to the Customers  appropriately.

e.       To confirm all appointments by telephone.

*2.       Scheduling

a.       Schedules appointments for all customers, which include scheduling any confirmation or  appointments needed.

b.      May include blocking and unblocking schedules when appropriate

d.      May include documenting and making template changes as appropriate

e.       Monitoring all schedules for errors

.

a.   Greet all customers  according to the Customer Service Standards of Excellence

3.                  Training & Development

a.       Attends and participates in development programs.

b.      Participates in workshops and programs. Assists in the training of other employees as needed

c.       Maintain certification where applicable, and continue to improve skills.

d.      Cross train to other positions as directed

4.                Professional Image

a.       Ability to pro-creativity when needed

b. play key role as required

5.                  Goals & Objectives

a.       Set goals and objectives for professional growth. Reviews and revises these on an ongoing basis

b.      Gives input and supports management/practice decisions.

6.                  Customer Service

a.       Supports the mission statement to develop, enhance, and promote quality customer service through team efforts.

b.      Exhibits flexibility, sensitivity, and respect, maintaining a working relationship with all team members.

Advantages & Key Positive points:

·                     A better understanding of Human Relationship

·                     Working Contract

·                     Taxes Paid

·                     Insurance Paid

·                     Pension Scheme paid

·                     Holidays paid yearly

Courses:

·                     Attendance 100%

·                     Diploma 

·                     Development of Cold Calling  skills

·                     One week  Call Center's Systems Info Free