Customer service supervisor
Qatari Diar Real Estate Company
Total years of experience :6 years, 7 Months
Responsibilities:
Lead a dedicated team of Customer Service & Logistics Representatives and provide an effective and efficient customer service to all internal and external customers by utilizing excellent, in-depth knowledge of company Policies.
Develop an understanding of customers' needs and take actions to ensure that such needs are met. Handling any complaint professionally, Answer questions and provide information to the public; investigate complaints and recommend, Determine best solutions for the issues.
Books and arranges courier services through DHL, ARAMEX booking Online. Receives shipment documents and forwards to the customers and Concerned Department. Responsible for receiving all kind of ministry mail and delivery to the consignee confidently.
Induction and training of all new staff to agreed standards, Collect and maintain inventory of office equipment and supplies, maintain office calendar to coordinate workflow and meetings. Provide absence cover to other members of the team. Vacation plan, Follow vacation staff list with approval, staff Performance Log.
Achievements:
Successfully developing an Excel model for Performance log for each one in the team, this resulted to improve the performance and encourage them to work better than before, to be one of the best employee of the month.
successfully developing an annual budget based on in-depth analysis of general service logistics in my department, resulting in securing needed resources related to work for saving over 30% this year.
Responsibilities:
Responsible for all cash transactions at the counter where applicable, print out bills receipts and refunds as per Hospital policy, and tallying of cash with the system printouts at the end of the shift and safe handing over of the same to Site Manager.
maintain a high standard of customer service at the clinics and deal with all the customer with a highly professional and cordial manner, also ensure that the customer leaves the counter with all his transactions completed and that he/she is correctly guided to proceed to other Department and Determine best solutions for the issues, if any escalated by the customers.
Coordinate with customer service supervisor, billing supervisor and make the endorsement to next shift for following the pending payments from the patients, and ensure the approval regarding the Guarantee of payment related to the patients account.
Re-checking for the all kind of insurance cards, and Sending the inquire for the insurance approval if needed, also assist the Patients to know the information for his insurance card, and assist my colleagues for any issues happened during the working day.
Achievements:
Successfully developing training for improve the customer service representatives to providing them basic medical course to be more qualify with handling the patient issues, this resulted to improve the performance and improve the experience for them to work better than before.
Welcoming guests and start to perform check in and escorting procedures.
Performing check out procedures and make sure that all guests leave satisfied and in a smoothly way.
Handling guests complain and make sure that all requests are guaranteed in a sufficient way
Reviewing Housekeeping Discrepancy and compare it with hotel's system discrepancy.
Achieve positive outcomes from Guest queries in a timely and efficient manner.
Ensure an efficient reception experience for Guests, including check in/out, and complete audit - procedures, as required.
Ensure that the Front Office Manager is kept fully aware of any relevant feedback from guests and, or, other departments.
Demonstrate a high level of customer service at all times.
Attend appropriate training courses, when required, and assist with the Night Team’s training and - development efforts.
Demonstrate knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties.
Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy.
Comply with hotel security, fire regulations and all health and safety legislation
I am graduated from faculty of Hotels and tourism , Tourism guidance