Customer Care & Internet Trading Manager
Abu Dhabi Commercial Bank
Total des années d'expérience :23 years, 3 Mois
Responsible for the customer care projects. Handling all online customer complaints .Enhancing the online service level (look and feel in addition to technical perspective). Preparing all MIS reports on a daily/ weekly/ quarterly in addition to any other data required by the management. Testing to all system related applications. Ensuring that tasks are conducted in alignment with the prevailing rules and regulations. Coordinating with the Compliance department and ADCB operation risk department. Full replacement to the contact centre team leader during his absence/ leaves. Handling the Business Continuity Plan project and related matters as well as special assignment and projects as mandated by management. Constant Interaction with Marketing Communications for mass media campaigns. Smooth synchronization among the brokerage contact centre, the ADB back office and the ADB sales Dept.
Conducting interviews with eligible candidates and hiring the most qualified individuals. Supervising the internal and external customer’s inquiries and requests accurately and promptly with the highest level of service. CMS/MIS and report generation on weekly/monthly basis. Recommendations for process development based on customer feedback and analysis. Complaint resolution to clients with escalated issues and follow up on further escalated cases. Compiling reports on team’s performance and customer feedback. Supporting management and leading special projects. Monitoring the customer service leads forwarded from the brokerage agents to the customer service department and Brokerage sales team.
Placing buy, selling, cancelling modify orders via the toll free line accurately and promptly when required. Monitoring brokerage agents with online calls. Making sure brokerage agents are not using outer communication devices such as mobile phones. Evaluating brokerage agent calls on weekly basis. Identifying and ensuring that genuine grievances are taken and forwarded to team leaders on a timely basis. Sending an end of day report to team leaders and report daily contact centre activities and issues.
Handling general enquiries and cross-promoting Al Dhabi Brokerage. Responsible for first line complaint diffusion. Assisting the team leader in preparation MIS. Ensuring correct information and alternatives given to clients regarding their brokerage/current accounts. Completing service/order forms efficiently and correctly. Providing Brokerage initiation leads to the designated sales personnel. Identifying and ensuring that genuine grievances are taken and forwarded to services Quality Team on a timely basis. Having a confident and customer focused attitude while dealing with customers on the phone. Taking ownership and responsibility in servicing those customers who have abide by daily shift schedule as required by the business.
Controlling all the back office operation. Developing financial tracking & financial summary sheets using MS Excel. Conducting quality checking to ensure high level of customer services. Monitoring daily sales in order to achieve the monthly financial target. Coordinating the communication with the high management & with suppliers. Controlling cash follow & secure cash boxes. Supervising the bank communications & statements. Controlling a credit cards payments, security & technical issues. Preparing all inquires for sale time & special promotions. Making inventory & control stock level.
courses: PMP Certificate (Project Management Professional). In Process / 2015
courses: Relation Management Certificate from Ability Company.