CUSTOMER SERVICE-HEAD JEDDAH
WESTERN INTERNATIONAL LLC
Total years of experience :8 years, 5 Months
Being a point of escalation for all service issues
• Ensuring consistently high level of customer excellence at all time
• Acting on customer feedback
• Motivating customers to use the company’s services more
• Developing strong links to internal and external stake holders
• Providing clear leadership and direction to the customer service team on a daily basis
• Inspiring and leading customer service team
• Promoting hardworking, successful and pleasant team environment
• Actively identifying areas where processes and systems can be improved so that costs can be saved or revenue increased.
• Introducing training programs that enhanced employee performance and helped build a motivated workforce.
• Assisted and advised customers regarding usage and benefits of organization’s products and/or services.
• Communicate with customers to receive their valuable feedbacks and suggestions for improvement in firm’s products/services.
• Provided customers with on-the-spot solutions and, when necessary, refunds when dis-satisfied with firm’s services.
• Document and maintain reports related to discussions and feedback provided by customer and presented reports to appropriate department to enable further improvement in products/services
• Develop and implement customer service policies and procedures
• Define and communicate customer service standards
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Review customer complaints
• Track customer complaint resolution
• Handle complex and escalated customer service issues
• Monitor accuracy of reporting and data base information
• Analyze relevant data to determine customer service outputs
• Identify and implement strategies to improve quality of service, productivity and profitability.
Worked as Regulatory Compliance, Conformity & Customer Service + EXPORT SHOP SERVICE AND MATERIALS MANAGEMENT section
• Managing export customer service related to electrical and electronic products
• Materials management
• Quality inspection of product,
• Analyzing efficiency report frequently to take corrective actions
• Collecting major complaints from technicians.
• Report creation based on inspection,
• Test the Certificate matching like ESMA, ADQCC, ETC..,
• Report submission to the reporting person.,
• Solving problems related to products.,
• Customer support.,
• Support to technicians in the service center,
• Verify truthfulness of the report given by the factories
• Submission of products in the standard laboratories like DCL,
• Preparation of documents for the products,
• Standardization of PID,
• Creation of Rating label of each product based on the requirement and technical datas,
• Verification of existing stock after the getting the corresponding product certificates,
• Entering and closing the job sheets in the service centre,
• Report quality issues to the suppliers, and taking necessary action
examinations.