Service Support Coordinator Specialist / B2B-Service Advisor
Samsung Gulf Electronics (SGE)-UAE
Total years of experience :20 years, 8 Months
I began working as a General Adviser Call-Centre Agent and within three months was assigned to work as a Customer Satisfaction Monitor due to my aptitude, confidence and good command of English. Then I was promoted to Technical Support Advisor for Mobile Phones and Digital TV. I was further promoted to B2B Service Support advisor. A year and a half after joining the company I was promoted to my current position. Nevertheless, I am responsible for all the above roles. And I have achieved the best average score on the Agent's Aptitude Evaluation Program (AAEP).
Main Activities:
Monitor and control in real time Service Order Pending Jobs as per set KPI in all GCC countries.
Prevent VOC (Voice of Customer) escalation through efficient Cs risk sensing and handling process.
Execute Samsung's customer care programs to improve Customer Satisfaction and Loyalty.
Promote SAMSUNG brand image by maintaining Customer Satisfaction.
Reduce repair TAT (Turnaround Time), VOC claims and escalation.
Coordinate with SCM partners, ASC and customer to update regularly ETA, ETD and ETC.
Preform daily Excuse calls to regain customers' confidence and goodwill
Performing Service Repair Tracking outbound calls to a service repair centers to check on the status of repair with or without customer request or enquiry.
Follow up courtesy calls following an initial customer contact to update on their repair status /complaint or feedback from another department or service center (Blue Tickets)-early warning.
Daily proactive follow ups on the following job pending reason by calls and emails.
Manage and control CS-Risk (Red Tickets) in real time for the assigned countries/Territories or ASCs.
Validate abnormal bills and check call results.
Generate daily service report for pending jobs & job cancellation validation.
Handle International Warranty claims from registration till resolution.
Handle B2B support requests and tracking from registration till resolution.
Handle Inbound Calls and Perform customer verifications, manage customers' accounts, maintain customer databases and Set up new customer accounts.
Confer with customers by telephone or electronically in order to provide information, assistance and advice around SAMSUNG products, services.
Keep records of customer interactions, transactions, recording details of inquiries, complaints, and comments.
Deep understanding for All SAMSUNG products.
Outbound calls for the Customers for Customer Satisfaction Survey.
Technical Adviser, Handling Mobile Phones & Digital TV Remote Management services.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution.
Refer unresolved customer grievances to designated departments.
Handling Digital Service through Life Chat and attending Customer's E-mail Inquiries.
Communicate and coordinate with internal departments, Follow up on customer interactions and Provide feedback.
Handling Business-to-Business (Service/Sales) Requests, VIP premium Customers and Compile and prepare reports and documents pertaining Business-to-Business and VIP (Monthly/Annual) reports.
Analyzing Marketing / Sponsorship Requests and send it to the designated department.
Handling Customer complaints and convince them with the solution.
Developed and delivered training sessions for the new Agents. Responsible for preparing Training material, explaining company personnel policies, benefits, and procedures.
I have been assigned cross-departmental tasks outside of my current roles and responsibilities across various units as a result of my proactive attitude across the company.
Achieved best average score (97%) in the technical support department measured through the Agent's Aptitude Evaluation Program.
Maintains employee information by entering, updating and tracking personnel data.
Maintain documentation relating to personnel activities such as staffing, training.
Monitoring & assessing performance & provide reports by assembling, preparing, and analyzing data.
Prepare badges, passes, and identification cards.
Welcomes new employees to the organization by conducting orientation programs.
Provides payroll information by collecting time and attendance records.
Provides secretarial support by entering, formatting, and printing information; organizing work; answering the telephone; relaying messages and Scheduling appointments.
Communicating with Supervisors, Peers, or Subordinates.
Obtain information for authorized persons and organizations, such as credit bureaus and finance companies
Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources.
AISEC (International Association): Joined non-profit traineeship (Volunteer) in Białystok, Poland for 2 month as a Trainer for High school Students about Global Education traineeship Regarding the countries Education, History, society and life style; Developing constructive and cooperative working relationships with others; Conducting Workshop for the students every day after the presentation, Attending different classes every day, Different Schools every Week.
Maintains financial accounts by processing customer adjustments and resolving customers' service or billing complaints by exchanging merchandise, refunding money, and adjusting bills.
Conduct Mentoring Sessions to monitor the login hours and Schedule Peer-to-Peer mentoring like excel and place meetings with representatives for developing skills.
Solicit sale of new or additional services or products.
Handling customer complains that has been transferred to the collection Agency in USA because of payments delay; make the payments and reactivating their Accounts.
Joined the Account Resolution department for being able to handle dissatisfied Customers.
Contributes to team effort by accomplishing related results as needed.
Maintains financial accounts by processing customer adjustments.
Converse with Tourists to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required.
Plan, describe, arrange, and sell itinerary tour packages and promotional travel incentives as well as the optional Tours.
Compute cost of travel, accommodations, Book transportation, and hotel reservations.
Handling guest arrival with pick up request, provide all hotel facilities information to the guest and assists them.
Responsible for good service and maintain close relationship with all official sectors at the airport and most of all, maintain a spirit of teamwork.
Collect payment and deal with complaints or refunds.
Provide customer with brochures and publications containing travel information, such as local customs, points of interest.
Dealing directly with different Embassies for Special programs and trips conducted for their Citizens.
Coordinate with Embassies for different Visa applications needed.
Create, optimize, and evolve retention strategies to keep clients.
Work closely with various business units to develop objectives.
Identify areas of customer improvement.
Evaluate the customer service experience.
Distribute surveys and questionnaires to determine customer satisfaction.
Develop an understanding of what is needed to create a great client experience.
Create new or develop existing retention campaigns and programs.
Influence and improve results.
Work with cross-functional teams to lead the creation and preparation of new campaigns for execution including campaign strategy, offer development, business case creation and approval, communication brief development, and client targeting.
Identify sales opportunities while servicing customers.
Sell new products to existing customers.
Photoshop designer and Photographer.
Front office department for meeting and making deals (wedding arrangements and conferences arrangement and sales).
Identify sales opportunities while servicing customers.
Office assistant manager for the head office.