Customer Relations Manager
Newgiza for Realestate and development
Total years of experience :13 years, 4 Months
•Ensuring the accuracy, validity, and integrity of client database is maintained and monitoring Property Consultants input in client data entry•Ensuring overall client satisfaction, retention, and making sure clients complaints and requests handled efficiently.•Negotiates payment arrangements and follows up to make sure the payments are made.•Tracks the rate of success of the entire collection process and continues to make adjustments when necessary.•Create and implement strategies to increase the number of successful collections on outstanding debt.•Acting as Medium between Property Consultants and Technical support team in terms of technical inquiries made by clients •Attending Committee meetings, presenting client and company issues, and tackling ways on how to resolve these issues effectively for both the benefit of the company and client.
•Ensuring Non-technical escalated issues, inquiries, and assistance, related to finance and collection (payment rescheduling, uncollected payments, defaulting payments, penalty, and interest fees) coordinated and communicated to the clients.•Analyse statistics and compile accurate reports•Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment•Set targets and manage the workflow and make sure to adhere to the SLA with efficiency•Coaching and provide training•On-boarding NEW GIZA homeowners, creating a link between the sales and after-sales, client technical support teams. Monitor, coordinate, and respond to homeowners’ inquiries and claims.•Analysing results of monthly inquiries supplied by the help desk team•Setting and ensuring the highest standards of customer experience and customer care are maintained at all times•Provide recommendations for process enhancement to support customer lifecycle management
Helping to build good customer relations.
• Assist Recruiting staff and appraisals.
• Arranging staff meetings.
• Provide Training, Coaching, and development.
• Handling escalated complaints and queries (from customers and staff).
• Financial responsibilities.
• Delegating tasks.
• Monitoring the team’s performance to keep workflow.
• Prepare Monthly Reports Internal and External.
• Reporting to Customer Service Manager and Operation Manager.
• Ensuring overall client satisfaction and retention and making sure clients escalated complaints and requests are handled efficiently.
• Utilizing the helpdesk system in order to track and record all case tickets to ensure, cases are handled in a timely manner• Attending to HOTLINE and email cases delivered by coordinators in order to tackle issues in a timely matter and solve them efficiently· Provide Training, Coaching, and development.· Handling escalated complaints and inquiries via phone, Mail, and face to face(from customers and staff).· Delegating tasks.· Monitoring the team’s performance to keep workflow.· Created developed and prepare Monthly Reports with analysis of all CS and operation activities to be sent to the management board. · Review Bank statements for any Reconciliation or refund that needs to be done.· Review daily Notification Letters Process (Issuing, Recording, delivery and follow up with Mailing Company.· Prepare Monthly Duelist for collection to be sent for bank branches, Agencybranches, and Telemarketing.· Review and follow up collection reports from the Bank's branches and agencies.· Prepare Legal and complaint records with an action taken for EFSA.· Reporting to Customer Service Manager and Operation Manager
(2 years 1 month)
Cairo Governorate, Egypt
· Interact with customers to provide information in response to inquiries about
products and services and to handle and resolve complaints.
· Check to ensure that appropriate changes were made to resolve customers'
problems. Confer with customers by telephone or in person in order to
provide information about products and services, to submit requests or cancel
accounts, or to obtain details of complaints.
· Keep records of customer interactions and transactions, recording details of
inquiries, complaints, and comments, as well as actions taken.
· Obtain and examine all relevant information in order to assess validity of
complaints and to determine possible causes and provide solutions.
· Recommend improvements in products, , service, or billing methods and
procedures in order to prevent future problems.
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· Refer unresolved customer grievances to designated departments for further
investigation.
Deal directly with customers either by telephone, electronically or face to
face.
· Provides direct assistance and information to customers, and facilitates the
resolution of customer complaints and queries.
· Complete data entry for all incoming business in a given day and make sure
data entered is accurate and complete.
· Maintains records of daily transactions.
· Maintains open and cooperative communication with internal and external
· Clients.
· Responsible for the creation, maintenance and archiving Client’s Data on
system.
· Performs miscellaneous job-related duties as assigned.
· Issuing and delivering policies to sales channels on a timely manner.
· Make all incoming modifying requests on system.
· Review client's account and adjust it as the exact transactions from the bank
to our company.
· Manage customers' accounts.
· Keep records of customer interactions and transactions.
· Record details of inquiries, comments and complaints.
· Record details of actions taken.
Early Childhood Educational challenges Diploma (Learning Disability)
