Customer Service Supervisor
Palm Utilities / Empower
Total des années d'expérience :19 years, 7 Mois
• Managing the front desk team and complete customer service office.
• Preparing daily, weekly, monthly reports for the customer service manager / director as well as finance department related to customer refunds requests.
• Answering detailed billing inquiries.
• Attending customers when there would be over flow i.e. new registrations, cancelling customer accounts, payments related issues, processing refunds for customer, final billing the accounts etc.
• Processing final bill / refunds requests to finance department.
• Preparing customer communications to registered customers for special events / updates / holidays etc.
• Re checking all the data entry done by CSR’s on daily basis to avoid any mistakes by them and to have accurate information
• Made detailed training manual for new recruits
• Coordinating with finance, billing, metering, operations and maintenance departments for customer issues.
• Ensuring CSRs are providing the best customer service at all times.
• Report any client complaints, technical or operational issues to the appropriate teams, suggesting and taking appropriate action whenever possible
• Promote and encourage team working.
• Coordinating with developers as and when they have inquires.
• Performing as “acting customer service manager” in the absence of the manager.
• Quarterly, annually staff evaluation
• Handling a team of 6 CSR’s at front desk.
• Managing the contact center as and when required.
• Preparing monthly shift rota schedule for the team.
• Interviewing and hiring for new candidates for the front desk department along with HR representative.
Customer Service Representative & Promoted as a Team Leader from June 2007 till March 2009 in Nakheel Contact Centre situated in Nakheel PJSC sales office. (Managing 25 call center Agents both in bound & Outbound)
• Monitor agents performance, breaks, leaves, calls in bound and out bound; targets, handle time, hold and evaluate quality assurance and compliance procedures to offer corrective feedback and meet dead lines.
• Coach, facilitate and handle escalated issues which can not be resolved by agents
• Conducting performance review for the agents.
• Generating daily call productivity reports & daily call center operation reports.
• Weekly / monthly call monitoring evaluation & providing reports to call center manager.
• Hiring of new staff, liaising with the HR dept till candidate joins in.
• Contribute on setting a training plan for the Contact Center agents to develop their customer service and telesales skills.
• Preparing shift schedules / break schedules for the agents.
• Client complaint handling and resolving at the earliest.
Customer Service Representative at Cupola Teleservices that is an outsourced Call Center specialized in Telemarketing and Customer Service for many reputed firms from July 2004 till April, 2006, Dubai Internet City, Dubai, UAE.
• Handling inbound and outbound calls for HP, British Council, Western Union, Emirates Computers, Sharjah Islamic Bank and ABN Amro Bank to name a few
• Client report making on daily, weekly and monthly basis
• Handling customer services and Client Surveys
• Technical Support
• Giving feedback to the CSR’s on their Call Quality
• Conducting Soft-Skills trainings to the new CSR’s