Client Experience Manager
Telr
Total years of experience :10 years, 9 Months
Setup the Client Experience Department, to provide the best services to new and existing merchants.
Responsible for driving the performance of the team through coaching, analysis, and effective people management. This is a demanding but exciting role and requires me to be focused on continuous improvement, championing processes changes to drive efficiency and improve the client experience.
The role involves working as part of a team, closely with other team leaders and key stakeholders across the business.
Leading the Client Experience team for the Telr Payment Gateway. Training the clients on the Telr's dashboard.
Liaising with Product and delivery teams in the MEA and other regions to understand clients critical issues and drive relevant resolutions
Making sure that all KPIs specifically around service deliverable s, productivity, quality, customer-service standards, and align with departmental strategy.
The focal point between both technical teams and making sure that business runs smoothly through, implemented measures in place which helps in monitoring system performance, identifying and resolving problem proactively, raising alarms to relevant teams within Elabelz.com.
Accomplishes departmental goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value translating into better customer experience and cost-effective solutions.
End to end management and support of all projects within Customer Operations. Responsible for coordinating with Development, Planning, and Business teams the related customer operational projects and activities to ensure the successful completion of the projects.
Working closely and responsible for quality and training teams, activities and performance, ensuring deliverable s to meet industry standards and better customer experience.
Maintaining the staff by recruiting, selecting, orienting, and training employees; maintain a safe, secure, and legal work environment; developing personal growth opportunities.Measuring, improving and adapting customer service standards to the market condition.
Maintaining quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, identifying trends, recommending system improvements.
conducting surveys, mystery shopping to check the call center performance and arranging training for the team mates for the updates and processes.
•Developed effective strategies to achieve desired level of customer service.
•Maximized customer satisfaction levels through prompt resolution of queries/grievances and by providing qualitative service delivery.
•Developed the contact center strategies, identified trends & KPIs to promote a high performance service culture within the contact center.
•Researched on latest developments in technology and monitored technology implementation in the contact center.
•Developed strategic plans to ensure successful execution of turnkey business solutions at reduced expenditure.
•Spearheaded efforts to enhance methods of service delivery to ensure complete customer satisfaction.
•Monitored the development of operational dashboard for the contact center.
•Managed and directed customer care center operations in line with organization goals and objectives.
•Coordinated the development, documentation, and integration of the company brand, culture, customer focus, action plans, and behaviors into the daily operations, while liaising with various colleagues and customers.
•Evaluated customer issues while administering corrective actions for delivering responses on-time and appropriately.
• Creating process and polices as per the company profile and terms.
• Giving training to Department on new process, Creating SLA and making sure they are getting followed by all the team members.
• Working with each team member to make sure they are performing their tasks without having any issue.
• Working with logistic department / Crazy Deals Logistic / 3rd party logistic to get the work done.
• Working with DED (Department of Economic) if there is any issue.
To manage the call center team (Inbound and Outbound)
Ensure all incoming call inquiries are handled efficiently and entered accurately.
Ensure all incoming email inquiries are promptly replied to in the set formats.
Manage the daily overall running of the call center.
Manage the lead assignment to the Sales team or leasing team.
Ensure that there is quick and efficient response to all incoming inquiries, by telephone, fax and, email, preparing proposals where as required.
Manage the follow up on all received inquiries and ensure updates are in CRM.
Manage and motivate the agents to achieve the set targets as per management.
Ensure that all inquiries are handled and responded to via email timely.
Ensure that all agents abide and follow the call center process related to Inquiries to assure the customer services level is always within high standards.
Compile reports from all agents on daily basis for all the activities, achievements, clients for continuous improvement.
Ensure the department meets the deadlines on daily, weekly and monthly basis.
Produce weekly and monthly reports as and when required from management.
Estimating and planning staff shift timings.
To train, lead and monitor continuously the performance of the call center department.
Monitor agent’s calls for quality assurance, to minimize errors and track operative performance in liaison with the Management
Handling the complex customer complaints and requests.
Taking care of complaints management, DED complaints.
Solving the customer's issues as per company policy.
Managing the call center reports.
Attending inbound calls.
Calling the customers for the order confirmation.
Taking down customer’s complaints.
Taking care of Online Chat.
Attending to customer queries and providing efficient services.
Creating customer aware of new products and promotions.
Preparing and maintaining MIS reports.
Correspondence with various departments relating to customer complaints and issues.
Providing on job training to new recruits.
Providing support via Emails.
• Level- One in-house support for all the IT related issues.
• Detailed tracking of services using a specialized ticketing system
• Follow-up with customers/Clients to ensure that all issues/needs have been resolved/met
Proper escalation of issues to management and vendors according to established guidelines and policies.
• Provide technical assistance, advice and guidance in support of TRG’s IT Infrastructure and software systems.
• Provide technical support for projects undertaken by TRG with the view on improving its operational effectiveness.