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TALENT-62672
Orkhan
Customer Service Representative
Azerbaijan
Seniority
Middle
Language skills
English B1, German B2, Russian, Turkish
Hire employees directly, with full complaince, using our Employer Of Record (Payroll) service.
- EOR 199 €/month
- Success fee 8%
Skills
Industry
Professional Summary
Candidate has a diverse background in customer service and leadership roles. They initially focused on honing their German language skills while living in Germany from 2016 to 2018. Upon returning, they began their career as an operator at a positive call center and quickly advanced to a team leader position, which they held until 2023. In their role as a team leader, the candidate was responsible for managing team performance, ensuring service quality, and compiling various reports. Their experience spans managing client interactions, overseeing operational targets, and ensuring effective communication within their team. Overall, their background reflects strong leadership skills, customer service expertise, and a commitment to achieving operational excellence.
Video of Talent
Portfolio
Education
Azerbaijan Oil and Industry University / Bachelor of Degree, Oil and Gas Engineering
2018 - 2023
Azerbaijan Technical University / Bachelor of Degree, Electronics, Telecommunications and Radio engineering
2009 - 2013
Certifications and Trainings
Experience
Team Leader
Industry: Telecommunications
Aug 2021 - Present
Responsible for customer representatives (DE-TR)
Prepare daily or weekly productivity reports
Daily and monthly customer service officer performance control
To control and maintain performance and quality targets
To follow the operational targets and to take the necessary measures for their realization
Call data report / Refused call report / General call evaluation / Monthly call evaluation
To ensure that customers are always satisfied by providing fast response and effective solutions to the difficulties they encounter
Establishing a shift order in order to respond to customer calls without interruption
To review the performance of all call center representatives
Speech quality, ACHT (talk times) and shift compliance tracking
Organizing training for newly recruited call center operators
Periodically reporting to the management units and determining new strategies to improve the performance in the call center
Working in collaboration with the call center manager to identify operational risks and areas
Call Center Operator
Industry: Telecommunications
Mar 2021 - Aug 2021
Supporting customer satisfaction
Assisting customers with travel planning
Using internal reservation software for ticket management
Receiving, processing and forwarding customer complaints
Participation in airline industry seminars
Updating passengers with regulatory changes and document preparation
Receptionist
Industry: Hospitality
Apr 2019 - Mar 2021
Received guests to the hotel by greeting them warmly, and attending to their inquiries and also answered inquirers over the phone
Informed guests of the services and made reservations for guests according to their needs
Builded good relationship with guests to make them feel comfortable and address any complaints they might have in a very courteous
Attended to all routes of room bookings, such as online, phone, and in person
Reported issues of maintenance and malfunctioning appliances to the manager for quick repair in order to ensure guests comfort and satisfaction.
Projects
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