Customer Care Supervisor
شاورمر
مجموع سنوات الخبرة :9 years, 7 أشهر
Manage the contact center operations and facilitate their efficient responsiveness to customers' complaints and requests in coordination with other departments.
Manage the Mystery Shopping programs by developing, collecting, analyzing, scheduling, and sharing insights with other departments.
Identify service issues across the customer journey and facilities root cause analysis and action planning with other departments.
Build internal awareness about customer feedback; I managed to train more than 150 frontline employees on customer satisfaction.
I have worked on establishing the customer advisory board (CAB) and utilized it in several co-creation activities.
Ensure the data integrity of customers' records and ensure all communication and transactions are captured on the CRM.
Develop and oversee the implementation of Customer Experience's policies, procedures, and controls covering all areas of activity so that all relevant procedural/legislative requirements are fulfilled while delivering high-quality and cost-effective results.
Develop objectives for the call center's activities.
Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
Collect and analyze call center statistics (sales rates, costs, customer service metrics, etc.) Hire, coach, and provide training to personnel to maintain high customer service standards. Monitor and improve ordering, telephone handling, and other procedures.
Evaluate performance with key metrics (accuracy, call-waiting time, etc.) Prepare reports for different departments or upper management.
Ensure timely delivery by effective scheduling and optimizing delivery routes.
Ensure proper handling of food during the delivery process to maintain high-quality standards. Record and provide customer feedback to relevant managers and related departments.
I have worked on establishing receiving orders through the call center and enhancing customer experience by tracking weaknesses and working on it.
Work continuously to communicate with interrupted customers, understand the reasons for
the interruption, and work to solve it as part of our strategy for customer retention. Continuously working to improve the used tools and how to improve the customer experience, and always staying aware of the development of the tools used in the CRM field.
Discover profitable suppliers and initiate business and organization partnerships. Negotiate with external vendors to secure advantageous terms.
Approve the ordering of necessary goods and services.
Finalize purchase details of orders and deliveries.
Control spend and build a culture of long-term saving on procurement costs
Serves customers by completing account transactions.
Complies with Bank and SAMA regulations and procedures
Participating in all dual-control functions, maintaining and auditing other tellers. Verify all transactions as deposits and withdrawals issuing and deposits checks Verify Local and international transfers
Tracking, recording, and reporting related to fraud and AML transactions. Reconciles cash transactions and checks transactions.
Obtains client information by answering the telephone and Identifying customers' needs, clarify information, research every issue, and provide solutions.
Maintaining a positive, empathetic and professional attitude toward customers at all times. Responding promptly to customer inquiries.
Acknowledging and resolving customer complaints.