Nabhan Mohamed

French Speaking Customer Care Advisor - Mondelez International @Concentrix

Initial contact for customer conversations feedback, issue resolution, records case information and data across multiple channels- Involve in troubleshooting, researching solutions, and providing resolutions to Level 1 consumer problems- Ensure proper customer handling and escalation procedures while performing assigned functions according to process and standardized policies and procedures- Accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis- Answer and respond to inbound calls, returns call from emails, website queries using documented procedures, available tools and supplied script(s) to assess consumers support needs and handle/route accordingly to the satisfaction of the consumer - Verify all contact information - Create cases within supplied Customer Relationship Management (CRM) system - Document and log all contacts and actions into CRM as specified in guidelines - Include all appropriate case data (soft and hard copies) i.e. CRM survey responses based on reason codes, email, photos, CSAT surveys emailed to consumer post resolution, etc- Provide help and clear direction to consumers on follow-up actions to be taken for resolution - Escalate to internal and external persons in accordance with process direction i.e. to escalation owner on team, Fulfilment and client when appropriate - Provide customers with follow-up action to be taken and documents in CRM - Remain knowledgeable of performance requirements, brands/product and process documentation - Maintain awareness of and compliance with all personnel policies - Achieve specified performance goals and knowledge of all tools used in the process - Additional responsibilities as required i.e. reporting, reporting unresolved issues, handling of hang-ups, etc