Customer Case Manager
AL FUTTAIM MOTORS
Total des années d'expérience :24 years, 6 Mois
• Investigating and resolving customers' concerns for four emirates by complying with AFM’s customer care and Toyota Motor corporation policies guidelines.
• Planning and executing CRM strategies, using the CRM tools and systems of SAP, CRM, OCR, VOC and IS Auto.
• Handling complaints received via Toyota Motor Corporation and government bodies (MOE and DED for Dubai and Sharjah Emirates)
• Analyzing complaint trends & initiating kaizen activities with relevant stakeholders and department managers to put in place preventative measures, aiming to improve customers’ journey at different touch points.
• Creating SOPs based on the voice of customer, targeting a positive impact on customer engagement. Process revisions will include, but not limited to, Showroom, Workshop and Parts operations.
• Ensuring measured KPIs are aligned with the target of achieving world class Customer service standards.
• Create and execute a training schedule for all interactive, front-line staff on the promotion of, and response to members, to include In-Branch, contact center and social media.
• Preventing escalations of concerns by swiftly acknowledging customers’ requests and setting necessary action plans setting the right expectations.
• Identifying opportunities and acting upon those to bring benefit across the wider Group
• Actively supporting the team, explicitly offering help, guidance and support through knowledge transfer and sharing best practices.
• Adopt a customer-centric approach to ensure positive member experiences across all interactive channels.
• Investigating and resolving customer’s complaints and queries with 90% of cases handled without managerial intervention.
• Complying with AFM’s customer care policies and guidelines, as well as ministry regulations.
• Building good relations with governmental entities such as MOE & DED.
• Utilizing Toyota Motor Corporation provided systems (VOC, OCR) and CRM system for 100 % of complaint reporting and handling on a daily basis.
• Swift and sure handling of customer complaints & Inquires.
• Creating projects that support the improvement of the customer satisfaction index (CSI).
• Generating the monthly, quarterly & annually reports for the department, as well as the reports submitted to the manufacturer (TMC)
• Professionally handling critical complaints with assistance of Ajman dealer principal.
• Assisting the sales executives with regards to Sales processes.
• Invoicing, arranging stocks and vehicle deliveries as per AFM SOPs, in coordination with sales and PDI teams.
• Following on collections of account receivables with bankers and F&I business managers.
• Interacting and coordinating with the branches in regards to stock availability and vehicle sourcing.
• Supporting in the branch administrative activities (finance, audit, reports, and delivery status).
• Dealing with VIP customers on the front line and ensuring their concerns are resolved.
• Achieving sales targets by ensuring the highest levels of customer service and hotel standards are maintained at all times.
• Managing staff with a focus on consistency and compliance. Scheduling staff to ensure effective floor coverage on a daily/weekly/monthly/annual basis as per seasonal fluctuations and needs.
• Setting the development plans for each department with a main focus on achieving company goals by aligning individual objectives.
• Selecting operating software, re-programming existing software & conducting user training for staff.
• Handling daily accounts and store accounts to ensure accuracy of accounting entries and generated profit.
• Reporting on hotel services and sharing information with senior management during divisional meetings.
• Handling governmental relations and requirements from Ministry of health, Ministry of Labor and immigration.
• Responsible for all staff accommodation.
• Improving medical software and administrative systems in order to have accurate and timely documentation of patient data.
• Supporting clients through attitudes and actions that show concern for patient welfare.
• Communicating with clients and support colleagues to facilitate all nursing actions.
• Assisting management in the implement of new decisions, aiming at achieving business financial goals and improving the quality of services.
• Creating a Customer First culture and manage resulting resistance.
• Planning new tour and creating exciting plans and packages.
• Coordinating and guiding the associates to live the customer satisfaction experience and reap its benefits at both personal and agency levels.
• Maintaining the financial books and other budgetary reports of the agency.
•• Acting as focal coordination point between sales, finance department & stock department to ensure products meet the quality standards and contracts are honored.
• Hiring all required human resources and makes sure their induction and development plans are set as per their role in the organization.
• Inspecting all companies ( construction, Animal’s farm production, accessory shops & Nursery schools)
• Ensuring that our customers receive an adequate level of service, by setting guidelines and acting as a role model.
•Bachelor of Education faculty
High School degree