Customer Care Manager
Smart Buy
Total des années d'expérience :9 years, 0 Mois
▪Improve customer service experience, create engaged customers and facilitate organic growth.
▪Take ownership of customer’s issues and follow problems through to resolution.
▪Set a clear mission and deploy strategies focused towards that mission.
▪Develop service procedures, policies and standards.
▪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
▪Developed and managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations
▪carrying out needs assessments, performance reviews and cost/benefit analyses
▪setting and meeting performance targets for speed, efficiency, sales and quality
▪liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
▪ensuring all relevant communications, records and data are updated and recorded
Developed, planned and implemented successfully key sales projects with carrier and with all retail channels across Jordanian market.
Successfully developed and maintaining awareness of market trends in the retail phone industry, understanding forthcoming customer initiatives and monitoring what local competitors are doing.
Extensive record in launching successful marketing campaigns across different regions for major enterprises of different business segments.
Instrumental in developing and implementing over 10 care centers (GMS Nokia Care Lebanon and Syria) and i have also
Trained and coached external agencies and service centers to assist in different promotional activities, besides that the
Managing, estimating, monitoring, reporting and analyzing all product related procurement and cost against cost baselines, and Implementing customized Nokia care and service center and launches across 20 care tender projects within the Levant area (Lebanon, Syria).
-Handling all the customer markets issues, by visiting several service partners and interfacing with customers and capturing the early findings of the common product quality concerns.
-Work closely with technicians in the service partner, to verify product quality reported symptoms.
-Responsible of creating genius cases after sales for alerting issues.
-Prepare and submitting the FFC weekly reports and statistics for R&D and CARE management review.
-Participating in internal FFC activities (events, new product launches etc.), and managing the development outcome to ensure maximum efficiency is achieved.