Customer Care Centre Supervisor
KONE
Total des années d'expérience :14 years, 0 Mois
•Managed the overall operations of KONE customer care center to meet the needs of its customers and provided support to the maintenance department.
•Followed up the reports periodically sent to the higher management.
•Managed the call center operations within budget.
•Monitored and trained the call center agents.
•Created a friendly and desirable working environment to minimize turnover rate.
•Ensured customer complaints are promptly replied and followed up with KONE branches.
•Entered/updated equipment and maintenance contracts data in GP (Great Plain) system on a daily basis.
•Followed up the status of the equipment that needed spare parts on a weekly basis with KONE branches.
•Ensured the Customer Loyalty Survey for the year 2012 was done as per KONE’s regulations by the call centre agents and reported the results to the higher management.
•Facilitated the correct creation and completion of data records in line with global process requirements of the data source (customers, suppliers, products, material, and equipment).
•Ensured data is entered correctly, according to the system specifications and on a timely basis.
•Performed regular data quality control checks at unit level.
•Proactively lead the necessary corrective actions towards the master data.
•Executed minor changes in the master database (updating data on local level data).
•Provided support in the preparation of the monthly internal magazine and company profile by collecting and proofreading messages from the employees and ensuring the design of the magazine is done as per KONE’s regulations.
•Participated in the arrangements of the company’s exhibitions.
•Provided support to the company’s salesmen in ensuring the data is entered correctly to the CRM.
• Lead and trained a team constituting of 25 agents for Hafiz project.
• Ensured customer complaints are promptly replied and followed up.
• Generated reports periodically sent to the managers.
•Tutoring beginners in finance course
•Researching and summarizing finance articles
