Customer Care Manager
CCC
Total des années d'expérience :21 years, 4 Mois
• Manages personnel and develops sales and sales support staff.
• Accurately forecasts annual, quarterly and monthly revenue streams.
• To respond to Request for Proposals (RFP’s) on time and be responsible to negotiate and close orders and to assist or ensure payments with respect to invoices are collected in time from customers
• Send proposals to clients, prepare contracts and conduct regular visits.
• Lead generation.
• To assist the Sales Manager in leading, directing and motivating the sales team in order to achieve the overall corporate sales objectives.
• Assist the Sales Manager in generating sales opportunities by identifying appropriate business targets.
• To assist the Sales Manager in providing a professional and excellent level of customer service with existing and new customers.
• Supervise Sales Representatives.
• Meet and/or exceed monthly, quarterly, and yearly team sales targets.
• Effectively coach and develop a high performing team of sales representatives.
• Meet personal sales goals.
• Review and evaluate sales staff performance
• Creating new business opportunities as well as new markets
• Managing a team of call center employees who are serving high value postpaid customers.
• Ensures proper handling for all incoming/outgoing and blending calls of the call center.
• Ongoing Coaching for customer service representatives .
• Holds regular meetings with my team to strengthen communication & ensures sharing the same objectives.
• Monitor the performance of each individual and assign for him / her pre-determined development plan for Motivation and Proper delegation according to company policy and procedures.
• Conduct the annual performance appraisals (What & How) with clear explanation & fair implementation to ensure consistency among different teams.
• Responsible for daily, weekly and monthly reports for call center operations.
• Provide customer service representative with business and technical support to achieve Customer Satisfaction.
• Administrative work for the department ( overtime-annual & emergencies )
• Handling escalated calls from angry customers when requested to talk to a higher level by using the proper escalation to enhance customer experience.
• Monitor and evaluate the team quality against the quality standards.in order to develop the team.
• Manage the shift operations ( 250+ agents ) and retain the required SL and LCR to make sure that the incoming calls are answered in agreed SL and Customers receive the information and assistance they are seeking
• Provides “on the job training” and “Off the Job training “for the call center new hires and existing ones.
• Create, monitor and review procedures that are implemented to attain efficient and effective day-to
Supporting and upgrading new related technology that serve and operate new projects.
• Ensure customers Satisfaction, and make sure that action plans and corrective actions are put in place in case of deviating results.
• Provide feedback and reports to Manager/ Director
Was responsible to prepare the required material & presentations for the new launched CRM applications and deliver it to the company employees from different departments (Call Center, Shops, marketing, back offices and corporate sales)
•Manage 15 contracted agents who are serving the prepaid customers.
•Lead, Coach, Monitor, Evaluate, appraise, help in hiring process and prepare time sheets for the contracted agents.
•Report the out of order stations (PC’s, key boards, etc ) to the CS Technology Team to repair
•Responsible for training the new hires on job requirements
•Work very closely with team members to solve customer problems.
• Fully understands & adheres to company policies & procedures that generate personal/professional credibility & trust.
• A complete & comprehensive understanding of Mobinil Products & Services to provide proper information to customers also fully understands the company policies & procedures.
• Respects & applies company vision & values
Resolves customer complaints in time & treats them as business opportunities to ensure continuous improvement & development.
• Escalates problems & provides relevant feedback to the right channels
Joined several job rotation tracks at several sub departments at the customer service department, such as:
First class -Credit & Collection -Outbound-Assist
• Work directly with customers via telephone, and email to describe products and/or services in order to persuade potential and current customers to purchase new products and/or services
• Educates customers on product offerings and services and explains pricing and answers questions from customers building value in the customer relationship.
• Follows up with customer via telephone or email following initial sales contact.
Identifies customer issues and provides appropriate solutions via up sell of additional products and or services and obtains customer commitment.
• Places a minimum of 70 outbound calls each day.
• Consistently meets departmental sales goals
• Maintains accurate daily record of sales in sales tracker.
• Handles customer inquiries, complaints and billing issues with the highest degree of courtesy and professionalism needed to resolve customer issues within one call.
• Identifies, researches, troubleshoots and resolves technical problems that customers may encounter.
• Tracks and monitors the problem to ensure a timely resolution.
• Offers alternative solutions, where appropriate, with the objective of retaining customers.
• Handles business transactions in connection with the activation of new customer accounts on a computer system.
• Communicates with customers, using the latest technology and web based tools, to provide advanced troubleshooting solutions, to resolve technical issues.
and demonstrates the associated language proficiency.
bachelor
