Account Manager
Ventures Middle East
Total years of experience :14 years, 3 Months
▪ Serve as the lead point of contact for all customer account management matters
▪ Build and maintain strong, long-lasting client relationships
▪ Negotiate contracts and close agreements to maximize profits
▪ Ensure the timely and successful delivery of our solutions according to customer needs
▪ Develop new business with existing clients and/or identify areas of improvement to meet
sales quotas
- Senior technical support for the biggest multinational technology company in the middle east, Europe and America.
- Interact and interface with customers via phone and emails.
- Troubleshoots, diagnoses problems, implements corrective action procedures within prescribed guidelines and/or escalates to other technical resources as appropriate.
- Optimize the customer experience and secure satisfied customers by using deep knowledge of the product range and services.
- Actively build rapport with customers by being empathetic, helpful and providing a solution that satisfies the customer.
- Liaise with managers to determine training needs and schedule training sessions
- Design effective training programs
- Conduct seminars, workshops, individual training sessions etc.
- Prepare educational material such as module summaries, videos etc.
- Support and mentor new employees
- Conduct evaluations to identify areas of improvement
- Facilitate and provide a Vodafone global customer service standard
- Provide an exceptional level of telephone and email support
- Handling technical tickets for Blackberry and USB broadbands end users
- Maintains professional and technical knowledge by attending educational workshops; benchmarking professional standards; reviewing professional publications; establishing personal networks.
- Take responsibility for learning and development in everyday situations and especially in the assigned business knowledge area.
- Optimize the customer experience and secure satisfied customers by using deep knowledge of the product range and services.
- Own and manage the client relationship: resolving calls efficiently and effectively.
- Working as part of a team to ensure offering world-class Customer Service at all times.
- Mentor and support new employees.
- Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service.
- Meeting service level in handling all transactions measured through productivity reports.
Bachelor degree in business administration with the major of Management and minor of Marketing