Reseller Mass Market Senior Specialist Officer
Mobily
Total years of experience :17 years, 8 Months
• Complete the sales activities with the help of more senior members of the team (particularly in Mass market development area).
• Support the key account management sales as team member, and attend sales visits assess customer requirements.
• Achieve individual targets in the sale of allocated products.
• Ensure accurate and prompt completion of all sales related administration.
• Contribute to the development of a sales proposal to ensure that the technical aspects of the offering are within the company's ability to deliver and represent the best technical practice.
• Acquire the necessary knowledge of all Mobily products and service in order to increase sales for reseller / POS.
• Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CallCenter.
• Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, CallCenter leadership, CallCenter operations, analysts and the Service Quality teams.
• Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
• Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all CallCenter teams and sites.
• Uses CallCenter tools to gather data and analyze trends or patterns affecting quality.
• Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience
• Solve the complains for the clients.
• Follow internally to make sure that client issues has been resolved in a timely manner.
• Make Compensations to the clients.
• Coordinate with customer services department and advice them about the updated status regarding to any complain.
• Marketing for corporate clients.
• Increase the company portfolio.
• Received daily calls from customers and resolve their issues.
• Advertise for the company products and increase the client's knowledge.
Bachelor Degree, 2012 : King Abdulaziz university, Bachelor of Science , Second Honors - Very Good (4.27)In Business Administration. (Quality and Operations Management)