Customer Care Performance Expert - Schneider Electric - Cairo CCC Hub for Africa and Middle East
Schneider Electric
مجموع سنوات الخبرة :16 years, 0 أشهر
- Responsible for monitoring and controlling CCC KPIs.
- Creating dashboards and reports to present CCC KPIs on Tableau and Salesforce.
- Proposing opportunities for standardization & digitization
- Training all team agents to find out knowledge gaps and ways to fulfill these gaps
- Providing tools training for newly hired agents (Salesforce, Chat, DigiQ, SAP, …)
- KPI analyzing and supporting its relative actions with customer care managers.
- Salesforce delegated admin.
- Responsible of clear definition, maintain, and improvement of commercial processes among all supported countries
- Propose opportunities for standardization & digitization
- Establish Key accounts management process & coach account owners on process & tools
- Make complete process mapping (As-is then improve it as per continuous improve methods) for all Processes covered by Customer Care Centre, commercial department
- Perform a trainer for all team agents to find out knowledge gaps and ways to fulfill these gaps
- Monitoring and coaching commercial support team by different coaching techniques (Email feedback - Peers review - Call Monitoring)
- Provide full commercial training for newly hired commercial support senior\agent (Process, tolls, cases and calls handling)
- KPI analysis and support its relative actions with section managers
- Ensure portfolio management concept across the team for important customers
- Monitoring and actions for NSS - knowledge across all countries
- Play a key role in new Launch tools
- Supervise commercial support team
- Organize and run daily SIM with all agents
- Coaching commercial support team for everything related to our department
- Provide full commercial training for newly hired commercial support agent (Process, tolls, cases and calls handling)
- DigiQ and MySE trainer for (customers, agents and sales team)
- SAP, bFO, VRS and CTI for agents 7and seniors
- Lead the collaborative process with supply chain team to minimize delivery date for SE products
- Receive and cascade EMED countries (Lebanon - Jordan - Iraq - Syria) process to remaining members.
- Manage commercial requests through creating, registering, modifying or cancelling Offers, Orders as per customer requests and provide acknowledgements and payment terms, with delivery goods schedule
- Collect and review registered orders payment checks
- Managing customer’s complains by resolving issues within 24 hours and provide the customer with a satisfactory answer to his complain
- Open cases for each call or request and resolve or escalate with responsibility to follow up till closing it
- Co-operate with Technical support, Marketing, Sales and COM teams for any uncompleted or unsatisfied answer to the customer
- Take the ownership for the continuous improvement for the Customer Care Center KPI's as well as database
- Ensuring customer is completely satisfied before closing any request
- Responsible for Order-to-delivery
- Directs and controls receipt of orders and their release to warehouse
- Study customer portfolio and deliver available references
- Develops and maintains order management plans for customers
- Send finished good file to front office team to send it to our customers
- Create second commitment date file and send to front office team
- Develops processes to identify customer problems and resolve them efficiently
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