Senior Customer Care Executive
Emaar Misr For Development
Total years of experience :18 years, 11 Months
• Assist Customer Care Executives to ensure all customer cases are assigned to individuals and are completed on time in line with department SLAs
• Track and monitor status of pending cases with Customer Care Executives on a daily basis
• Monitor status and timely closure of Service Requests in the system
• Ensure accurate records on customer history are maintained in Oracle
• Assist Customer Care Executives in handling difficult customers and ensure they are dealt with in a timely fashion or should be escalated to the management
• Verify contents of the ‘Exception Forms’ and check the evidence prior to presenting exceptional cases for management approval
• Report on a regular basis all major customer issues and suggestions for improvement to Assistant Manager and Manager, Customer Care
• Submit monthly reports for major customer issues by the end of each month
• Address internal issues with other departments, which have impact on customer service and satisfaction levels. Escalate internal obstacles to Assistant Manager and Manager, Customer Care for further escalation.
• Assist the supervisor of customer care and Manager, Customer Care in improving strategies, policies & procedures for the department
• Perform any other tasks assigned by the management team
• Conduct weekly team meetings with direct subordinates to ensure day-to-day issues are communicated and shared with the team. Major issues to be escalated at the weekly staff meetings.
• Conduct performance management reviews and appraisals as per given deadlines
• Ensure customer walk-in feedback is generated by Customer Care Executives on a regular basis
• Attending the meetings and presenting the suggestions to the head of department for approval.
• Integrity Management
• Engineering compliance and Technical Authority support to Operations & Major Projects
• Provide Joint Venture Operational Engineering input to Major Projects
• Operations Efficiency Engineering Support
• Management of Change (Technical)
• Upgrading poor performing equipment
• New Developments (Projects) support
• Document Management
• Work with Project Manager and appointed Civil Engineering and Electrical services Contractors to develop the detailed work packs required to obtain accurate cost estimates.
• Manage the upgrade of the onshore site wide Fire & Gas System including interfaces with the new operational system.
• Develop Statement of Requirements for individual sub-contracts.
• Co-ordinate Project Safety Reviews.
• Maintain performance reporting systems
• Comply with HSE Standards and Procedures
• Use Project Management Procedures to develop and deliver work in a timely manner
• Development and maintain budgets
• Perform site / as build inspections to confirm scope of work
• Deliver the most efficient (speed) &effective (agreed quality) designs and cost estimations according to Shell Retail Standards and HSSE strategy & standards.
• Maintain all retail regional engineering standards through research & development, and interpretation of group design & construction standards. This would include reviewing of project finance management, the construction program of capital projects, and the scheduling of Shell direct contract goods & services during construction.
• Review and update costing methods and cost cutting strategies and assure the correct application in the region.
• Coordinate the work process between the cost and design and the rest of the Retail teams.
• Interpret and incorporate Shell Africa Retail design standards into local design standards.
• Produce and approve sketch plans and accurate elemental cost estimates before providing to Property Managers at project feasibility stage.
• Visit and approve new projects plots before providing the final sketches to Property Managers at project feasibility stage.
• Review & interpret project contractual documentation including Shell direct contracts.