Customer Relationship Manager (CRM)
AL-JABER GROUP LLC
Total des années d'expérience :16 years, 8 Mois
Customer Service & Customer Relation MANAGER,
- October 2010 - Present ( Doha. Qatar)
• Following up customer email and telephone inquiries, responding promptly and accurately.
• Responsible for 15 showroom’s maintenance, complaints and 58 staff member.
• To assist customers with any issues with regards to their returns or their orders via emails or by phone.
• Communicate promptly any information to customers about their orders.
• To help customers to register online and/or to process their orders.
• Deal with complaints and escalation process where necessary.
• To handle difficult customers with professionalism.
• To be able to deal with customers with late returns and faulty goods.
• Liaise with Fulfillment for any issues with customers orders.
• Liaise with purchasing department over issues raised by customers with regards to either orders or returns.
• To assist Finance Department with customers on security checks (calls or emails).
• Liaise with Finance for any accounting inquiries and flag accounting issues raised by customers.
• Maintain a high level of service awareness at all time.
• Active use of order tracker and order database.
• To help customers with product inquiries.
Branch Manager ( Customer Care )
- February 2010 - October 2010 ( Cairo. Egypt)
•Managing 6 staff-people
•Reports to the Customer Care Manager. Provides positive customer service, and quality customer support with high degree of customer satisfaction. Growing revenue by strategic positioning our targeting.
•Evaluate all branch staff to handle their variable salary.
•Distribute individual and collective target for each staff-member.
•Conduct weekly meeting with staff members.
•Receives, investigates, and follows up on customer challenge calls by utilizing a customer service challenge form, focusing on solving problems, not blaming, and maintaining confidentiality.
•Obtains customer's email and cell phone number in order to ensure direct communication and faster feedback back to customer whenever possible.
•Calls customers to follow up after they received their repaired Phones.
•Documents findings on a daily basis and compiles information on a weekly basis to measure the level of customer satisfaction as well as solving any customer challenge which may arise from the received item utilizing a customer service challenge form
•Responds to customers for information requested as needed basis.
•Understands Options and settings on all products and services.
•Keeps informed on current products and services, and any future development on new products and services within the similar industry
•Assists Customer Care Manager to conduct quarterly customer surveys to measure the level of customer satisfaction.
•Establish and maintain relationships with customers.
Asst. Branch Manger ( Customer Care )
- August 2009 - February 2010 ( Cairo. Egypt)
•Make sure the customers are being taken care of and the department looks great at all times. Surprise and delight the customers with consistent, delightful service.
•Provide courteous customer services greet each customer with friendly eye contact and individually thank them for their business.
•Carefully bag groceries and offer carry out service.
•Retrieve, organize, and clean carts/baskets as needed or directed by Customer Service leadership
•Support national, regional, and store programs.
•Perform price checks as needed and restock returned/abandoned product in a timely manner.
•Follow and comply with all applicable health and sanitation procedures and adheres to safe work practices.
•Respond promptly to customer needs and questions and request assistance when necessary.
•Performs other duties as assigned by the Customer Service Team Leader (Department Manager), Associate Team Leader (Assistant Department Manager), or Supervisor.
•Representing the Branch Manager in his absence.
•Taking the responsibility to make in-job training for the newly-recruited staff in the Branch.
•Reporting daily to the branch manager in regards to the customers’ queries and the branch staff.
•Associate the branch manager when he was preparing the staff monthly evaluation.
•Tracking all the internal issues including cleanliness of the branch in accordance to the placed policy and plan with the assigned cleaning company.
Customer Care Representative, Raya Holding, Cairo, Egypt
- October 2008 - August 2009 ( Cairo. Egypt)
•Provide an exceptional customer experience to our customers at all times.
•Manage escalated customer issues received from multiple sources - Tier I centers, management, and business partners.
•Employ sound judgment and customer service knowledge to resolve complex business issues.
•Utilize personal discretion when dealing with business practices to ensure customer retention.
•Track and perform continuous follow-up with customer and other departments until complete resolution of customer issues is achieved.
•Troubleshoot and resolve complex phone configurations.
•Provide support to field installers and other departments.
•Provision new, change, and disconnect orders for Phone other service offerings.
•Maintain accurate tracking of customer interactions.
•Participate in on-call rotation.
Customer Service & Sales Representative, CITI Bank.
- October 2007 - October 2008 ( Cairo. Egypt)
•I was the primary point of contact for our customers.
•I was answering inbound calls.
•Selling products and services to the card members while others support card members that are past due on their accounts.
•My monitor was credit card activity protecting our card members from credit card fraud.
•I were helping customers with their needs
•Builds great relationships along the way.
•As I was a Citi Customer Service Representative I was spending my day interacting with customers.
•I was interacting with customers to provide them with information in response to their inquiries.
•I was also research and resolve their service-related problems.
•Every interaction is an opportunity for you to use your problem solving and relationship building skills to answer customer questions.
Computer instructor, Westwood Egypt, Cairo, Egypt.
- August 2007 - October 2007 ( Cairo. Egypt)
Instructor for:
• Information Technology.
• Microsoft Office Word 2003.
• Microsoft Office Excel 2003.
• Microsoft Office Power Point 2003.
• Microsoft Office Access 2003.
• Microsoft Outlook Access 2003.
• Presentation skills 2003.
• Adobe Photoshop CS3.
• Windows XP.
• DOS.
• ICDL.
• ECDL.
Customer Care Advisor • Introduction about the Customer Care Trusted Advisor. • Nokia Solutions Strategy and Care. • Providing Total Care Service beyond repair. • Becoming a Care Trusted Advisor. • Engage Consumers. • The Service Consultative process. • Using Consultative Approach to Promote Service. • Explore with consumer, Recommend Services, Activate Services, and Enable Consumers.
World Class Customer Service • How deliver excellent customer service. • Principles for complete customer service. • Individual strategies that work. • Communicating with clients. • Self Assessment and Personal Anatomy. • Body Language towards success. • Meeting customer's expectations. • Handling different customers. • Problematic situations.
September 2003 – May 2007 Bachelor's Degree in Law. Cairo University.
