Customer Service Manager
Juhayna Food Industries
Total years of experience :6 years, 5 Months
• Work at Juhayna Food Industries.
(Juhayna is Egypt's Leading Dairy and Juice Producer)
Customer Service Manager
(Aug.2010- Current)
Job description:
• Develop and lead on a strategy for the Company’s Customer Service in order to ensure that efficient and enjoyable customer journeys are developed, Customer Service Excellence standards are met across all activity streams at all times.
• Accomplish customer service human resource objectives by recruiting, selecting, orienting, training, assessing, scheduling, coaching, counseling & disciplining all customer care personnel; communicating job expectations; planning, monitoring, appraising & reviewing job contributions.
• Achieve customer service objectives by contributing customer service information & recommendations to strategic plans & reviews; preparing & completing action plans; implementing productivity, quality & customer service standards; resolving problems; completing audits; determining system improvements (Alcatel system, Call Parrot, etc. ); implementing change.
• Lead an efficient, integrated and motivated Customer Service team, which respects the company’s values, Customer Services Excellence, meets all Performance Management standards and works effectively with colleagues across all departments & functions.
• Seeking Feedback from stakeholders on efficiency and effectiveness of the Customer Services Team and positively act upon it.
• Manage, supervise, coordinate activities of customer service agents, field reps, & team leaders, enforcing CRM processes & monitoring quality & productivity.
• Develop & manage requirements for customer relationship management platform (SAP CRM), liaise with internal & external development teams for the design, development, UAT & rollout of the platform as well as keeping it updated.
• Manage relationship with telephone service providers & call center platform application service providers to ensure the availability of customer service.
• Ensure knowledge sharing within the Customer Services teams (Agents, Reps & Leaders) to create second line support for each position & for each task.
• Lead the developing of the customer service knowledge bank and guide manuals.
• Generate & develop Customer Care reports, perform analysis and create charts (to provide all departments with information according to their needs ) to be submitted accurately & timely (daily, weekly, monthly, quarterly & annually) with the goal of highlighting useful information, suggesting conclusions, to provide support for upper management & decision makers all over the company.
• Work at Vodafone Egypt
Work as a call center Supervisor . (Promotion)
(Jan. 2009 - Aug.2010)
Job description:
- Coach, develop, and motivate a team of agents within the contact center.
- Manage the day to day operations of the team and ensure that all customers are provided with excellent customer service.
- Ensure that contact center procedures including the use of systems & applications are clearly understood, applied and adhered to by the team.
- Conduct regular team briefings to ensure that the team is aware of new products, services, policies and procedures as and when they are introduced.
- Monitor the discipline, grooming and conduct of the team.
- Ensure that team and individual agent performance is at the required standard and maximize the productivity of each individual member.
- Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.
- Ensure that all customer complaints received are objectively investigated and liaise with team members and management to recommend remedial/corrective action.
- Provide necessary on job instructions and training to staff and new joiners and regularly conduct briefings to update the team on necessary operational changes.
- Delegate tasks based on ability of the staff, ensuring whenever possible a fair and even distribution of work among the team.
- Through coaching and quality monitoring for all customer interactions identify team and individual training needs
- Measure employee & customer satisfaction and recommend initiatives to increase.
• Work at Vodafone Egypt.
Work as a customer service agent.
(Feb.2008- Jan. 2009)
Job description:
- Providing accurate & relevant information about all policies, procedures, services & products in Vodafone Egypt.
- Applying customer’s requests.
- Handling customers complaints.
- Providing first line of technical support to customers.
- Reflecting customer’s feedback to the higher levels of management.
- Providing guidance for all Vodafone products & services.
- Up selling Vodafone product according to customer’s needs.
- Trainings, Courses & workshops: • Basic concepts of marketing at Zedny human development & training center. • Fundamentals of selling skills at Zedny human development & training center. • English Language courses by British council in business English & conversation skills. • Emotional Intelligence course at Vodafone Egypt. • Professional Team Leader work shop at Vodafone Egypt. • Presentation Skills at American Chamber. • Writing Reports & Proposals at American Chamber. • Package of Courses of Human development from Zedny human development & training center in: 1. Communication Skills 2. Self-Planning 3. Leadership 4. Time Management. 5. Self-Management. 6. self-learning