Senior Executive Customer Service
Nakheel
مجموع سنوات الخبرة :22 years, 5 أشهر
-Responsibilities included ensuring customer satisfaction through call backs, e-mails and surveys.
-Closing registered service requests after ensuring work has been completed.
-Ensuring service requests are attended to within the time frame is not pending.
-Constant liaisons with other departments to ensure that the customer is satisfied.
-Managed the needs/requirements of high revenue commercial accounts through extensive follow-up procedures.
-Registering customer leads for leasing in different Nakheel projects.
-Providing one-stop solution for customers after handover of property.
-Monitor development activities within Nakheel Communities.
-Make assessments about the extent to which development is inconsistent with Community Rules and Regulations, Development/Design Control Regulations and/or Specific Development Conditions.
-Provide reports to management about development activities within Nakheel Communities.
-Provide recommendations about managing resolution of unlawful development or development which is inconsistent with Development Conditions.
-Works with the Facilities & Community Management to identify deferred maintenance issues, and assists with the execution of maintenance projects with in-house and contracted resources.
-Support a safe and healthy working environment through compliance with the requirements and continuous improvement of the Health and Safety Management System.
-Service Charges Invoice using financial software through Strata System.
-Monitoring a set number of agent calls basis and scheduling coaching sessions to provide honest, accurate feedback.
-Responsible for designing, coordinating, measuring, reporting on and renewing a Quality/Quantity assurance program, Conducting side by side coaching sessions to each Call Center agent to ensure that the feedback given during session is being utilized.
-Conduct skills training for new and existing employees and prepare instructional material which may include training aids, evaluation forms and visual aids.
-Work closely with management to meet call center objectives.
-Managing attendance & making daily reports and Stats.
-Support the HR Dept. with interviewing process for the new hires.
*Responsible for preparing presentations for customer service teams to educate on product knowledge and every day changes in handling the UK customer’s issues and keeping the customers loyal.
*Handling UK clients concerns and inquiries regarding Orange, Vodafone, 3 and T-mobile customers.
*Preparing the reports based on call quality scorings by customer service specialists and submitting to the upper management.
*Responsible for establishing recommendations for call monitoring procedures to help maintain the quality service levels on predictive dialing.
*Direct Interaction with customers both inbound and outbound calls.
*Handling and Documentation of UK client concerns and inquiries regarding Multimedia benefits.
*Graphic Animation and Web Interfaces of UK clients.
*Handled concerns based on levels of dissatisfaction and long-term membership.
*Digital Animation and Web Interfaces of UK, UAE, Indian and Pakistan clients.
*Consistently identified customer needs and communicated realistic expectations.
*Handling the Designs and Redesigning Layouts and Graphics.
*Worked on designing the concept & placement of advertisement for a new range.