Customer Service & Quality Manager
Veda Holding
Total years of experience :21 years, 6 Months
Veda holding is an incubator in Riyadh, Saudi Arabia that supports startups and mature companies by providing value and growth capital. By investing in these high potential companies were helping them fund expansions, acquisitions or other major investments. We believe that together we contribute to global growth, development and innovation. Veda Holding is led by Founder Fahad Alhokair, alongside Co-Founder Abdulrahman Alhokair board of trusted directors
• Maintain and develop internal support and call center quality standards.
• Create SOP for department.
• Review a subset of support agents’ conversations (calls, emails, chat, etc).
• Assess support interactions based on internal standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Analyze all customer service metrics and how the support team’s performance affects those KPIs.
• Create strategies to improve support KPIs.
• Help agents improve their performance with specific instructions and constant support.
• Map the need for training and onboarding programs and initiate these projects.
• Monitor customer service performance on the agent and team level.
• Create reports that reflect support performance.
• Report support team’s performance to higher-ups.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Contribute to the team culture in a positive manner.
• Establish, document, and maintain departmental procedures participate in multidisciplinary quality and service improvement teams as appropriate.
• Participate in new service or compliance roll outs to ensure associate and client readiness.
• Hire, train and develop.
• Develops and implements process and procedures to improve operational efficiency.
• Oversees cross functional work areas targeted to resolve issues raised by customers.
• Studying the organization's objectives, promotional policies, and needs to build public relations strategies that influence public opinion and promote products, ideas, and services.
• help marketing teams, sales teams, and the company leadership understand how to target customers.
• Manages the customer service operations, which deals directly with customers and is the first point of contact.
• Develops, tracks and reports key performance measurements for the unit.
• Organizes paperwork from each shipment (commercial invoice, certificate of origin, packing list, delivery note, COA, MSDS, technical data sheet, bill of lading, etc.) and files following standard procedures.
• Build the core Project Management Services team through a combination of internal team enhancement and external hires.
• Perform filing and documentation and provide vital assistance in following up status for under-processing shipments.
• Coordinates with clients to arrange for the provision of logistics services at the client’s site.
• Evaluate opportunities for partnerships, sponsorships and advertising on an on-going basis.
• Update customer files and databases.
• Consult with customers by telephone or in person to provide information, take orders, answer questions and handle complaints.
• Investigate and follow up on customer problems.
• Set Goals and Execute Your Support Strategies.
• Develops and implements process and procedures to improve operational efficiency.
• Oversees cross functional work areas targeted to resolve issues raised by customers.
• Manages the customer service operations, which deals directly with customers and is the first point of contact.
• Develops, tracks and reports key performance measurements for the unit.
• Contact with SAMA and solved all issues.
• Contact with CCHI and solved all issues.
• Key point of contact for customers, providing total order management including order receipt, order entry, order confirmation, proper system setup to develop accurate records and reporting, and timely invoicing.
• Ensures all orders and associated transactions are properly, accurately and timely entered/updated in SAP and associated systems (Excel, etc.) as needed. Ensures transactional information is completed in SAP within the same business day.
• Organizes paperwork from each shipment (commercial invoice, certificate of origin, packing list, delivery note) and files following standard procedures.
• Ensures proper procedures for shipping documentation and invoicing, which vary by customer and triggers invoicing as soon as possible.
• Responsible for ensuring that order quality, quantity, and scheduling meet the customer requirements.
• Maintains and updates the delivery plan by daily monitoring of fleet movements and positions. Liaises daily with production & warehouse to anticipate and manage inventory levels within the delivery plan.
• Troubleshoots customer concerns. Receives concerns and questions, and resolves them directly or coordinates resolution with the Sales Manager, Technical & Quality Manager or with the department that can best handle the issue.
• Remains available for customers as well as warehouse & plant personnel in order to address any problems that may develop after work hours or during the weekend.
• Generate a report that will help us to track overdue payments and credit + statement of account in order to follow up with the customers.
-Replies to Tender Notices and Request for Quotations in time with comprehensive bids/quotations.
-Ensures all orders and associated transactions are properly, accurately and timely entered/updated in SAP. Ensures transactional information is complete in SAP within the same business day.
-Handles Invoicing of all deliveries to SABIC affiliates and post the same in the SABIC portal.
-Organizes paperwork from each shipment (packing list, delivery note, COA, MSDS, technical data sheet, bill of lading, etc.) and files following standard procedures.
-Ensures proper procedures for shipping documentation and invoicing. which vary by customer and triggers invoicing as soon as possible.
• Follow with credit customer by sending accounts statements.
Performs varied duties pertaining to insurance claims operations and procedures, as follows:
• Prepare and review insurance-claim forms and related documents for completeness.
• Provide customer service, such as giving limited instructions on how to proceed with claims or providing referrals to auto repair facilities or local contractors.
• Organize and work with detailed office records, using computers to enter, access, search and retrieve data.
• Post or attach information to claim file.
• Calculate amount of claim.
• Transmit claims for payment or further investigation.
• Contact insured or other involved persons to obtain missing information.
• Calculate, account and provide information about the shipment details such as weight, destination, quantity, type, charge…etc.
• Perform material handling, receive and deliver to the desired routing, processing, recipient or any other concerned party.
• Communicate, coordinate, follow up and report about on processing or hold items to be manipulated, delivered to other parties, or provide feedback about status.
• Perform filing and documentation and provide vital assistance in following up status for under-processing shipments.
• Coordinates with clients to arrange for the provision of logistics services at the client’s site.
• Organize and coordinate the formalities regarding the clearing of cargo or shipments at the port.
• Communicates with other departments including sales and marketing to effectively plan and distribute the workload.
• Answer telephone, take and relay messages and provide information to callers
• Greet persons entering the Company and deal with queries from them
• Schedule appointments and Direct persons to correct destination
• Ensures knowledge of staff movements in and out of organization
• Monitor visitor access and maintain security awareness
• Receive and sort mail and deliveries
• maintain appointment diary either manually or electronically
• Tidy and maintain the reception area
• General administrative and clerical support
IT Technology
