Customer Service Manager
Sigma Pharmaceutical Industries
Total years of experience :15 years, 7 Months
- Participating with HR in the interviewing and the selection process of the new team members.
-Studies performance reports to develop agent follow up tools to enhance performance of low performing agents.
- Participating with Marketing department in setting promotional plans for the new launched products.
- Collect customers requirements and prepare internal reports to be delivered to the concerned department and Marketing Manager.
-Training new candidates customer service skills and basic rules, follow up with the Marketing department the medical training given is fulfilled.
-Sharing Marketing and Sales departments in setting targets we need to work on monthly basis, following that we are achieving them correctly.
- Maintain and update customers database through entering and verifying information
-Ensure adherence and conformance of the team members to the shifts schedule.
- Manage reports for incoming and outgoing calls, providing reports to responsible departments.
- Support, motivate, evaluate, develop and coach advisors to continually meet and exceed their individual / team targets
- Preparing training materials (product knowledge) to be given to the new candidates to attend the training with it.
- Monitoring the team members are providing and maintaining the required service level to our customers.
- Provide “real time” support to advisors experiencing difficulties on calls and handle escalated irate and/or upset customers' inquiries promptly & professionally when necessary
- Monitor the accuracy and correctness of the information provided to the customers through our call record system on daily basis.
- Preparing quality reports on monthly basis; make sure it shows the maximum service level.
Working as a first line technical support, handling all the queries that have to do with the mobile phones with all kinds for customers calling from UK(England, Scotland and Ireland )
Handling any technical query regarding customers USB sticks, Blackberries and Dell net books.
Participated in conducting surveys for the quality of the company's products trying to maintain good customer satisfaction.
Part of the job is selling the benefits and services of Vodafone at every opportunity, such as the mobile TV packs, data bundles, USB's modems.
Handling customers complains, following the right escalation process if customer needed or asked for.
Logging useful notes after each single call, in order to have records of the customer's history, to help each advisor to better assist our customers.
Certified as best RTM \[Real Time Marketing\] for the 4th quarter of 2009, for the outstanding performance in selling Vodafone products