Customers Relationship Unit Manager
MEDGULF
مجموع سنوات الخبرة :14 years, 11 أشهر
• Assist in the planning of the customers relations group
• Suggest procedures and work plans for performance improvement concerning the customer’s relations.
• Develop and retain business produced by customers and agents.
• Manage and monitor the process, analysis and delegation of requests, issues and complaints received from customers and agents to the corresponding Departments
• Ensure that customers and agents requests are initiated and processed efficiently within the specified time frame, by constantly following up the subordinates and supporting them in the communication with the Departments until completion of demands.
• Ensure customer and Agent satisfaction on the provided service so as to strengthen the business relationship with them.
• Track and report all new businesses provided by customers, and maintain strong relations with these customers and agents through offering and delivering of prompt service and information they may need.
• Participate in managing commissions for broker partners in all region
• Maintain a comprehensive business intelligence database for customers relationships
• Help managing channel conflict between direct sales team and customers
• Strictly work within the policies and procedures, and ensure that all communications and activities within the team members are compliant with regulations to avoid possible fines, penalties and legal action.
• Produce and submit to the regional Manager reports, detailing customer quotations, production amounts, major problems and complaints within the Function and proposed solutions to them.
• Manage with the assistance of subordinates all issues related to the preparation and implementation of the annual work plan and related budgets
• Provide value add and leadership support to subordinate department heads in daily operation, motivation, training and developing their teams.
• Monitoring and reporting on professional standards, adherence to regulatory requirements/MEDGULF policies and procedures, maintenance of premises, and adequacy of resources within 9 points of sales located in Eastern & northern province
• Enhance customer service by developing staff to serve clients in a professional manner.
• Increase sales by providing guidance, motivation and support to sales staff; ensuring that staff understand how to explain policy benefits/exclusions/terms and conditions clearly to customers.
• Increase sales by encouraging and monitoring the cross selling of products.
• Protect MEDGULF from infringements of SAMA regulations by monitoring the adherence to regulations, performing random checks of documentation.
• Achieving high standards of professionalism by ensuring that each POS has an up to date, (printed) reference copy of the “retail employee manual” and that its content is clearly explained to staff.
• Balance the area production report every day.
• Gather feedback from staff on customer requirements, local market conditions and competitor activities and report monthly to the retail manager in order to inform business decisions.
• Support staff in providing high levels of customer service by resolving/reporting any maintenance or resourcing issues.
• Ensure that all staff appraisals are completed and countersigned as necessary within specified timescales.
• Reporting to the head of retail department & regional manager
• Manage point of sales showroom by organizing the full workplace preparations, business equipment, job mechanism & workforce training.
• Leading teamwork in terms of performance, job knowledge, punctuality, trainings and motivate them to increase sales and ensure efficiency
• Maintain quality service, customer care standards & respond to customer’s complaints and comments.
• Analyzing market and customer’s feedback, local competitors & put into practice the information technology to build forward plans and organize special promotions, displays and events.
• Attending & overseeing business meetings
• Directing the financial matters (expenditures, Supplies), Maintenance, security & safety
• Validating account settlements and bank deposits.
• Reporting to retail manager
• Follow communication procedures, guidelines and policies
• Effectively manage large accounts of group medical policies
• Identify customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.