Business & Export Development Department
Engineering Export Council of Egypt (EEC-EG)
Total years of experience :17 years, 10 months
1. Participate in the planning and strategy process.
2. Projects follow up with (Donors, Training& Development programs, Quality programs).
3. Communicate with governmental and private Associations.
4. Open a new International markets “Scouting Missions”.
5. The responsible person of designing new development program for SMEs companies.
Plan and manage customer service activities on daily basis.
Ensure that customer issues are solved in accurate and timely manner.
Hire, train and lead customer service team to deliver ultimate level of customer services.
Ensure that customer service team is up-to-date with knowledge of company’s products and industry developments.
Conduct customer satisfaction audits on regular basis to improve call quality of service staff.
Plan and schedule training opportunities for customer service staff.
Identify and share best practices with the customer service teams.
Conduct annual reviews, appraisals and performance management reviews for the customer service staff.
Monitor team metrics to measure and manage customer service effectiveness.
Ensure proper backup when team members are absent or unavailable in order to provide uninterrupted service to customers.
Handle escalated customer complaints in a professional manner.
Schedule team meetings to answer employee questions, explain policies and procedures and share information to ensure open and complete communication.
Assist in process improvements for providing outstanding customer service.
1-For Billing and Collection Team:
Team Building and,
•Create the process and procedures for the created team.
•Ensure the B&C team effectively act on achieving monthly collection percentage for the current and due amounts.
•Maintain the departmental goal for decreasing the unpaid policies to the targeted percentage.
•Achieve the targeted collection monthly percentage through conducting successful outbound collection calls and accurate follow up.
•Ensure that the policies and procedures of the department are abided.
•Allocate resources to tasks in order to achieve departmental goals.
•Deliver a regular and accurate feedback to the management team regarding any problems or improvements that can assist with the billing and collection department workflow.
2-For Customer Relations Team:
Team Building and,
•Create the process and procedures for the created team.
•Document all calls with regards to participant inquires accurately using Call Tracking System.
•Monitor Call Tracking for responses from administrative team so call returns are done in a timely fashion.
•Follow-up with participants within a 24-hour period in regards to the initial phone call. Even if it is to just touch base and let participant know inquiry is still be researched.
•Knowledge of products.
•Provide quality customer service on every call.
•Communicate clearly and effectively with participants.
•Promote good listening skills.
•Manage length of calls.
•Recognizing and managing assertive customer calls.
•Promote teamwork and call centre success.
•Review monthly publication of Effective Telephone Techniques.
•Listen to and investigate recorded conversations for purposes of improving customer service level.
Customer Service Supervisor