Senior Enterprise Relationship Manager
Bayt.com
Total des années d'expérience :14 years, 8 Mois
* Initiate and develop a strong relationship with assigned verified lead list of companies and clients.
* Provide professional support and advice on recruitment for the top 100 leading Enterprise clients in Jordan.
* Advise HR/Recruitment managers on best practice recruitment (head hunting, international online recruitment, job fairs etc) and selection.
* Monitor current manpower global trends to better decide on effective recruitment tools.
* Develop creative recruitment solutions in a consultative manner especially when a client is experiencing difficulties in attracting the appropriate level and quality of staff.
* Managing manpower requirements for newly acquired clients and ensures necessary resourcing.
* Expand the enterprise client database through market research and prospecting.
* Expand market share by acquiring enterprise companies that have no significant revenue expenditure with Successfully over achieved my monthly and Quarterly target by 120%o Best achiever over all the office.o Successfully closed major partnership and barter deals with key player so Successfully closed major sales deals with major clients.
• Organizing sales visits.
• Demonstrating/presenting products
• Establishing new business.
• Maintaining accurate records.
• Attending trade exhibitions, conferences and meetings.
• Reviewing sales performance.
• Negotiating contracts.
• Maintains relationships with clients by providing support, information, and guidance; researching and recommending new opportunities; recommending profit and service improvements.
• Managing the production of marketing materials, including leaflets, Catalogs and Brochures.
• Arranging the effective distribution of marketing materials.
• Organizing and setting the company booth in Project Qatar 2016 Exhibition.
• Collaborating with the Director of Customer Experience on developing strategic objectives for the department cascaded from MarkaVIP’s vision, mission and strategic goals. Helping the Director of Customer Experience in preparing the department’s annual budget in coordination with the HR and finance departments.
• Being responsible for the full cycle of customer’s shopping experience starting from placing an order on the website/application and until receiving the order.
• Forecasting and planning manpower required to provide customers in GCC countries, Lebanon and Jordan with excellent customer service, high satisfaction and achieving optimal performance and efficiency.
• Setting up, updating and implementing policies, procedures, guidelines and work instructions for the Customer Experience department’s operations, and ensure a full adherence to such.
• Seeking for and implementing new methodologies, techniques and technologies that aim towards improving the Customer Experience department’s overall performance in all communication channels (Inbound and Outbound Calls, LiveChat and E-mails).
• Receiving and reviewing monitoring reports as provided by the CE Team Leaders on all activities, administrative and personnel issues pertaining to the CE agents, such issues include but not limited to: attendance, overtime, leaves, vacations and adherence to the CE policies, procedures and instructions.
• Receiving and reviewing quality reports as provided by the QA coaches pertaining to the CE quality of service and performance, and propose corrective and preventive measures that aim toward increasing the overall service quality as well as customers’ satisfaction.
• Preparing & ensuring the implementation of a proper contingency plan that aims toward covering any sudden shortages (e.g. absenteeism, bad weather conditions, etc.), to avoid any service and customer experience deterioration through the CE operations.
• Carrying out different CSAT surveys to collect customers’ feedback and to reach out silent customers, know about their bad experiences and delight them.
• Preparing periodic and non-periodic analyses and reports on all aspects pertaining to the customer experience overall performance such as: customers’ satisfaction, service levels, KPIs in addition to any issues of importance.
• Taking responsibility for managing team leaders within the customer contact center and ensure that work is managed in an efficient, effect and timely manner and monitor the breaks, log in / logout schedules of staff along with occupancy status.
• Ensuring team leaders are effectively trained so that all required tasks, both existing and future, can be effectively executed.
• Analyze revise and make changes/suggestion to maximize efficiency and ensure goals are met/exceeded.
• Analyze the volume of calls, answered as well as abandoned calls on daily basis to ensure defined Service Levels are achieved.
• Suggest innovative ways to improve work processes and technology.
• Handles system emergencies with direction from IT department and/or appropriate vendor.
• Performs other related duties and special projects as requested.
• Taking responsibility for managing team of 70 employees within the customer contact center and ensure that work is managed in an efficient, effect and timely manner and monitor the breaks, log in / logout schedules of staff along with occupancy status.
• Ensuring team members are effectively trained so that all required tasks, both existing and future, can be effectively executed.
• Analyze revise and make changes/suggestion to maximize efficiency and ensure goals are met/exceeded.
• Analyze the volume of calls, answered as well as abandoned calls on daily basis to ensure defined Service Levels are achieved.
• Suggest innovative ways to improve work processes and technology.
• Handles system emergencies with direction from IT department and/or appropriate vendor.
• Performs other related duties and special projects as requested.
• Translate & Adhere to the customer experience department’s objectives policies, procedures and work instructions.
• Propose new methodologies, techniques and technologies that aim towards improving the customer experience departments and MARKAVIP’s overall performance, and discuss such with the Contact Center Team Leader for further proceedings.
• Perform all tasks required in an organized and systematic manner and seek the Contact Center Team Leader’s guidance and advice (if needed) to ensure a high level of understanding of all activities undertaken which will be reflected on the overall departmental performance.
• Answer customer inquiries via all available communication channels (including Telephone, Email, Social Media websites and chat) with politeness, professionalism, and in accordance with the unified guidelines pre-established by the customer experience department management.
• Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Escalates complex problems to the related departments.
• Typically provides technical support for internal and external customers.
• Assistance to the Project Managers and Field Technicians.
• Quality Assurance - call clients after every case is closed to ensure that they are satisfied with the service.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Maintains call center database by entering information.
• Respond to customer complaints with high professionalism, calmness and understanding.
• Build & maintain a strong relationship with customers in a manner that causes a sense of customer belonging and increased retention rates.