Gillet Paloli

Customer care manager at Safari group

• Qatar - Doha
• February 2012 to January 2017

 Helping to develop and implement a customer service policy for an entire organization.
 Finding ways to measure customer satisfaction and improve services.
 Handling face-to-face enquiries from customers.
 Providing help and advice to customers using our products & services.
 Communicating courteously with customers by telephone, email and face to face.
 Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
 Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill.
 Issuing refunds or compensation to customers.
 Keeping accurate records of discussions or correspondence with customers.
 Producing written information for customers.
 Responsible for the daily managing of multi-cultural staffs and the assigning of duties.
 Managing and motivating staff to increase sales and ensure store efficiency.
 Meeting with other managers to discuss possible improvements to customer service.
 Being involved in staff recruitment and appraisals.
 Assign employees to specific duties.
 Ensure product is correctly priced and registers function properly.
 Analyzing store sales figures and working towards achieving target set by organization.
 Developing, researching and implementing marketing strategies.
 Maintaining awareness of market trends and monitoring local competitors.
 Managing up to 150+ members of staff of different nationality & culture.
 Inventory stock and reorder when inventory drops to a specified level.
 Instruct staff on how to handle difficult and complicated sales.
 Training staff to deliver a high standard of customer service.
 Manage and address shrinkage and stock loss.
 Ensuring all corporate and local regulations and procedures are met and complied with.
 To develop and manage the operation of EPOS (electronic point of sales system).
 Supporting and monitoring the training/Scheduling of staffs.