Contact Centre Team Leader
Boubyan Bank
Total years of experience :15 years, 3 Months
• Answers customer queries calls related to all Bank's Services and Products from customers in order to establish effective call centre services.
• Identify products or services that meet the customer need in order to Cross sell / Up sell where relevant.
• Works towards attaining Call Centre balance scorecard in order to achieve functions such as including but not limited to areas of Customer Service, Service Quality, and Referrals.
• Records all call outcomes on computerized systems to maintain Call Centre Applications & Bank's Banking Applications appropriately.
• Provides one call resolution system in order to serve the customer with one point of contact.
• Undertakes activity in acc
• Ordnance with Bank and Call Centre procedures for the fulfillment of call centre process.
• Ensures that the new and returning customers are received and served in a welcoming and pleasing manner including thanking departing customers in order to maintain effective customer services.
• Complete logs regularly and prepare required reports.
• Support and train new employees/agents.
• Perform a variety of tasks within the general scope of the job and others that may be assigned by the management.
Logistically communicating with foreign suppliers to obtain information required for shipping.
Managing shipping activities sea, Air, & inland freight all over the world to Kuwait & Dammam.
Managing freight consolidation in china, Europe & Middle East.
Follow up with suppliers & track shipments status.
Managing the inbound process from EX-factory level to final destination.
Updating shipment dates of certain inbound using SAP models.
Obtaining quotation from service provides / shipping line for comparing
It with market rates to achieve more profit margins for the entire corporate
Demand Planning
Handling all special orders for workshops
Maintaining the system for Excess & short received quantities.
Check for article availability (Material covering reports)
-Handling, Solve customers problems and work on the company system.
-Convince the clients to upgrade their links or open new links.
-Search for new services & clients.
-Make daily and weekly reports.
Sales - part time in Kuwait Airport
Good
Windows XP, Microsoft office (word, access, excel, outlook, power point)