Customer Care Team Leader
eyewa
مجموع سنوات الخبرة :18 years, 4 أشهر
• Work closely with the team, motivating and coaching them
• Hosting One-on-One's and team meetings
• Reporting to the Customer Service Manager
• Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Ensure training and development plans are maintained for all team members
• Support the Operations Manager to highlight operational risks and areas for improvement
• Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Work with the management team to identify and deliver positive change and business efficiencies
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets
• Escalate any appropriate problems to senior management
• Support the Senior Manager to highlight operational risks and areas for improvement
Operations senior specialist:
Job description:
Manage all day to day operations as I make sure work is running smoothly to reach our product to customers
Follow the product from its origin 'local or abroad' till reach airport
Prepare the transportations to transfer it and make sure it was arrived to warehouse after that make sure it was reached to end-user
Import and export specialist:
Job description:
Ensure the shipment adheres to customs regulations
Track and tracing shipment till reach to customers abroad.
Finish all documents related with import staff and ensure to reach to it's storages safely.
Dealing with Dubai and Sharjah customs and municipality to finish all related documents.
Office administrator: Alsheraa Almalaki trading, Dubai
Duties
Handling external or internal communication or management systems
Managing clerical or other administrative staff
Organizing, arranging and coordinating meetings
Sorting and distributing incoming and outgoing post
Touch-point NPS senior specialist
Job description:
Make outbound calls to Vodafone customers to check their feedback about Vodafone's services, promotion and its touch points(consumer call center, retail, technical support, collection team, Enterprise call center, Vodafone website and Vodafone App)
Provide end to end support to Vodafone customers via solving any issues that, they faced, lead to be detractors across all channels and services
Reporting customer's feedback, insights and any development areas
Observe agents’ calls to report any gaps which affected on NPS
Work on enhancements for major areas of detraction to improve NPS
Provide concerned teams with technical spikes that affect on NPS to be solved and follow up till be solved with concerned teams and customer to make sure the issues are solved
Provide training for front line to ensure best experience in each touch point
Create TNPS catalog to help and guide customer care agent in acheiving NPS
Contact detractor customer to know their problems and solve it .
Support Reporter
Supporting in analyze Vodafone Egypt touch point insights based on touch-up to NPS
Provide end to end support to touch-point stakeholders to follow scores and understand the reason behind score
Work on reports that reveal any operational, commercial or technical gaps.
Recommend solutions that enhance touch-point NPS score
Quality Assurance senior specialist
Job description;
Monitoring the agents remotely or side by side and evaluate these calls according to Vodafone way and KPIs.
Score agents according to quality standard and Vodafone way
Sending feedback to leaders to check quality points and contact agents to inform them about their quality scores and points of weakness with recommendation to leaders.
Collect the quality issues to be sent to management and set recommendations to solve these issues.
Trainer
Job description :
Teach a new agents how to deal with angry customers and turn detractors to promoters customers.
Senior Premium complaint representative
Job description:
Handled all VIP customers' complaint and solved all the problems and obstacles that they faced
Make sure that they are satisfied and loyal to my company besides achieving company process
Online shop senior specialist
Job description:
Handling calls with required products that customer reserve and bought from website.
Contact with delivery service company to check the product reached to customer
Handling all related complaint like out of stock products.
Senior Premium customer care specialist
Handled VIP customers' inbound calls and make sure that they are impressed and satisfied
License of Arts - English department Literature section.