Head of customer relations
Progate developements
Total years of experience :13 years, 3 months
Customer service, Call Center, Collection, Delivery & contracts
Job Description:
- Improve customer service experience, create engaged customers and
facilitate organic growth
- Take ownership of customers issues and follow problems through to
resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an
environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of
improvement
- Creating and enhancing customer loyalty
- Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources
(people, technology etc.)
- Collect and analyze call-center statistics (sales rates, costs, customer service
metrics etc.)
- Hire, coach and provide training to personnel to maintain high customer
service standards
- Monitor and improve ordering, telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management
- Placing direct phone calls and E-mails to customers that are past due.
- Creating and working on an efficient contacting client cycle regarding the
collection process
- Tracking client’s payment history with categorizing them
- Monitor and enhance the percentage of the paid installments weekly
- Draft variety of contracts, nondisclosure agreements, sales, licensing
agreements, distribution, commercial, and public agreements
- Serve as point-of-contact between two parties in contractual matters
- Provide redlined recommendations on contracts
- Negotiate on behalf of clients
- Maintain and update contractual records, changes, status reports, and other
information
- Provide guidance on contracts to staff, managers, and executives
- Monitor contract compliance with established procedures
- Ensure all contracts are signed and delivered to relevant parties
- Work with other teams, such as finance or legal, and sales.
- Following up with our engineering department about the current status of our
under construction projects in order to avoid any delay.
- Receive the projects from the engineering department.
- Organize a handing events to clients.
- Handing units to clients, receiving notes and working on them with the
engineering department.
- Responsible for all the legal actions that are related to handing.
- Manage the customer service team that includes call center, customer service &
collection team.
- Handling sales & customer service complaints.
- Audit & monitor all the team tasks
- Set meeting with the team leaders to set new plans and revise all our numbers
& scores weekly.
- Helping sales staff by delivering them calls with proficiency, accuracy and full detailed.
- writing reports analyzing the customer service that your organization provides;
- developing feedback or complaints procedures for customers to use;
- improving customer service procedures, policies and standards for your
organization or department;
- Meeting with other managers to discuss possible improvements to customer service;
- being involved in staff recruitment and appraisals;
- keeping accurate records of discussions or correspondence with customers;
- investigating and solving customers' problems, which may be complex or long-
standing problems that have been passed on by customer service assistants;
- Issue a report for the marketing team in order to help them to use the most
effective marketing tool for sales
- Meeting with all managers and the CEO monthly to set a plan for the next month.
- Train members of the customer service team in order to make them better sales
(English Department). Graduation Year:
