Eduard Fritz Tiongson

Customer Engagement and Upselling:

• Proactively initiate outbound calls to existing customers to discuss and recommend suitable service upgrades or new packages.
• Tailor product and service recommendations based on the customer's current usage and preferences, effectively upselling to increase revenue.

Inbound Call Handling:

• Provide exceptional customer service by efficiently handling inbound calls from customers seeking assistance, information, or addressing concerns.
• Listen attentively to customers' inquiries, resolve issues promptly, and answer questions related to Virgin Media services.

Agile Agent Role:

• Adapt to different lines of business within Virgin Media, showcasing flexibility and a willingness to learn and excel in various roles.
• Continuously update knowledge and skills to effectively handle different customer needs across the company's diverse services.

Customer Retention:

• Work closely with the Retentions Team to identify and engage with customers expressing interest in canceling their services.
• Employ persuasive and consultative sales techniques to retain customers by offering solutions that address their concerns or dissatisfaction.

Complaint Resolution:

• Skillfully handle customer complaints, demonstrating empathy and professionalism in addressing their issues.
• Act as a liaison between the customer and relevant departments within Virgin Media to ensure swift resolution of problems.

Effective Communication:

• Maintain clear and concise communication with customers, ensuring they fully understand the benefits of service upgrades and resolution actions.
• Document all interactions accurately and comprehensively in the company's CRM system.

Product Knowledge:

• Stay up-to-date with Virgin Media's product and service offerings, including their features, pricing, and promotions.
• Use in-depth product knowledge to effectively cross-sell and provide personalized recommendations to customers.

1. Reservation Management:

a. Booking Assistance:

• Assist customers in making hotel reservations, ensuring accuracy and completeness of booking details.
• Provide information on available accommodations, rates, and amenities to help customers make informed choices.
• Confirm reservations with customers, ensuring all necessary information is provided and understood.

b. Modification and Cancellation:

• Process reservation modifications such as date changes, room upgrades, or cancellations as per Booking.com policies.
• Communicate any associated fees or penalties to customers and facilitate changes accordingly.
• Offer alternatives when requested accommodations are not available, maintaining a problem-solving approach.

c. Payment and Billing:

• Assist customers with payment-related inquiries, including verifying credit card information, resolving payment issues, and providing invoices or receipts.
• Explain the billing process, ensuring transparency and addressing any discrepancies or concerns.

2. Complaint Handling:

a. Customer Communication:

• Listen actively and empathetically to customers' concerns and complaints.
• Respond promptly to customer inquiries via phone, email, or chat, maintaining a polite and professional tone.
• Gather all necessary information to fully understand the issue and document it accurately.

b. Issue Resolution:

• Investigate complaints thoroughly, collaborating with relevant departments and hotels to find effective solutions.
• Take ownership of issues and ensure they are resolved in a timely manner, keeping customers updated on the progress.

c. Compensation and Resolution:

• Determine appropriate compensation or resolution options based on company policies and customer circumstances.
• Communicate compensation decisions clearly, offering alternatives if needed to ensure customer satisfaction.

d. Escalation Handling:

• Identify situations that require escalation to higher levels of management or specialized teams.
• Ensure the escalation process is followed and provide detailed information to the escalation team.

3. Record Keeping and Reporting:

a. Documentation:

• Maintain accurate records of customer interactions, reservations, and complaint resolutions in the company's CRM system.
• Ensure all documentation adheres to data protection and privacy regulations.

b. Reporting:

• Generate regular reports on reservation trends, customer feedback, and complaint resolution metrics.
• Use data to identify opportunities for improvement and share insights with the management team.