Alia Na'om

Receive in-bound telephone calls from customers and respond to inquiries by assessing their needs and ensure queries are properly attended and answered.
• Maintain customer database by entering and updating information in the system.
• Prepare and discuss quotations with the guidance of the Export Sales, provide technical and marketing data besides working hand in hand with customers to close the deal.
• Follow up all requirements until orders are delivered.
• Issue the required documents like invoices, packing list and help getting related documents from various related third parties.
• Follow up all the logistics to ensure efficient operations of delivery.
• Ensure proper after sales services and getting all the required feedback, complaints and following up required actions in resolving the issue to further develop the business.
• responsible for overseeing related costs and charges and evaluating best way to minimize them together with operations department
• Produce reports on progress within the department and outline any developed strategies to improve and support workflow routine in general.
• Maintain and replenish inventory, Report the inventory and set the budget of the next year accordingly.
• Manage the routine office management functions, deal with client’s telephone and maintain corporate relations.
• Provide support to headquarter on the executive/Financial levels.
• Manage all the administrative duties efficiently including correspondence, office communication, and personnel matters.
• Open, sort and distribute incoming correspondence, including faxes, emails & mails.
• Layout and procure for office services such as equipment, supplies, forms, etc.
• Maintain and replenish inventory, verify receipt of supply and maintenance.
• Maintain office records and employee’s files and keep it updated, review and update staff job descriptions.
• Organize meetings, events and appointments “internal and external”.
• Issue flight tickets for staff and management as per their requirement within given time.
• Hotel reservation both domestic and international for staff and management as per their requirements.
• Apply tourist/ business visas to Jordan for staff and management as per their requirements
• Prepare invoices, reports, letters, and related documents, using word processing.
• Work closely with different departments to gather information, and seek support towards the discharge of duties to ensure smooth operations between Jordan Office and Dubai Office.
• Deal with customer’s correspondence, complaints and queries, Schedule the Engineer’s visit, and follow up to get the payment, feedback, etc.
• Work with the Sales & Service Teams, Prepare offers, and tenders. Translate segment strategies, market research and customer requirements to create a detailed regional Market Segment tactical plan and set the key actions.
• Take charge of sales & service data statistics.
• Take charge of bid bonds, payment collection, billing, system update and mortgage follow-up.
• Assist customers to handle remote payment and information supplement and answer customers’ questions.

Administration Duties and Responsibilities

• Manage the routine office management functions, deal with client’s telephone and maintain corporate relations. Provide support to headquarter on the executive/Financial levels.
• Manage all the administrative duties efficiently including correspondence, office communication, and personnel matters.
• Open, sort and distribute incoming correspondence, including faxes, emails & mails.
• Layout and procure for office services such as equipment, supplies, forms, Maintain and replenish inventory, Verify receipt of supply and maintenance.
• Maintain office records and employee’s files and keep it updated.
• Organize meetings, events and appointments “internal and external”.
• Issue flight tickets for staff and management as per their requirement within given time.
• Hotel reservation both domestic and international for staff and management as per their request.
• Apply tourist/ business visas to Jordan for staff and management as per their requirements
• Prepare invoices, reports, letters, and related documents, using word processing.
• Establish and maintain various filing and records management systems.
• Supervise office staff, recruitment, Salaries and appraisals.
• Provides input into the review and update of staff job descriptions.
• Work closely with different departments “Sales, Service, Procurement and Logistic departments and Finance”; gather information and seek support towards the discharge of duties to ensure smooth operations between Jordan Office and Dubai Office.

Sales Coordinator Duties and Responsibilities

• Deal with customer correspondence, complaints and queries.
• Work with the Sales Team, Prepare offers, and tenders. Translate segment strategies, market research and customer requirements to create a detailed regional Market Segment tactical plan and set the key actions.
• Take charge of sales data statistics, sales control and preparations of signing documents of the project.
• Take charge of bid bonds, payment collection, billing, system update and mortgage follow-up.
• Assist customers to handle remote payment and information supplement and answer customers’ questions.
• Assist to handle businesses docked with banks, law firms and domestic headquarters.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.

• • Receive in-bound telephone calls from customers and respond to inquiries by assessing their needs and ensure queries are properly attended and answered.
• Maintain customer database by entering and updating information in the system.
• Built customer loyalty by placing follow-up calls for customers who reported product issues, Follow up with customers to ensure issues are resolved in a timely manner.
• Provide a customer focused service and project an appropriate professional image of LG Electronics ensuring customer service quality standards are met at all times.
• Make outbound calls to existing or prospective customers to help in their complains (VOC) and Close it or to get their feedback “NPS (Net Promoter survey) / Happy Call “
• Register reasons for customer calls and initiate prompt actions as per the agreed and available tools.
• Deal with tough difficult and upset customers and solve their problems.
• Escalate unresolved problems to the Call Centre Manager or other relevant departments in order to get issues resolved in an appropriate and timely manner.
• Identify, report and provide inputs on unique or recurring customer problems to the management.
• Report the calls flow, Complains, the System Performance and the Agents Performance.
• Maintain quality results by adhering to departmental policies, standards and guidelines and seek continuous improvement.
• Train to new agent about the customer SVC, LG Company and systems.
• Record complains and follow up the problem to lead to acceptable solve to the customers.