Customer Service Supervisor
M. H. Alshaya Company
مجموع سنوات الخبرة :4 years, 7 أشهر
- Monitor and evaluate call/email and after-work times, call recordings/QA, productivity and
attendance.
- Manage and supervise a team of 15+ agents that were responsible for handling High Priority,
Social Media and Ministry Complaints and report the work progress on Weekly, Monthly and
Yearly basis to the Line Manger.
- Assign daily tasks and the work plan for the team and Outlined team's goals for the next day.
- Build strong inter-departmental relationships with various departments to streamline work
processes Working closely with Logistics and E-commerce and provide all reports regarding
Customers Complaint related to Online Shopping.
- Conducting daily/weekly reports which summarize team members’ performance that includes
their responsibilities.
- Implementing weekly, Monthly, Annual performance and ensure that the team adhering to the
KPIs.
- Assisting for creating SOPs, define and revise work processes.
- Coaching and training for the team members.
- Prepare documentation and reports on routine customer correspondence for future reference
purpose.
- Experienced with many payment gateways over MENA, related to all payment’s checkouts
and Refunds such as (Checkout.com / Post-pay / Tabby / Tamara / My fatoora).
- Facilitated team meetings to review new projects that were assigned to the team to go over
expectations and to address any questions that the team had.
- Adapting and implementing SLA agreed on with partners.
• Handle Customer Complain through different channels.
• Listen to the problems of customers and analyze them carefully.
• Find effective and fast solutions for their issues.
• Maintain customer satisfaction throughout the call.
• Understanding and absorbing customers’ anger due to complaints and act professionally and friendly to help them.
• Process refunds through payment gates to customers.
• Ensure customer satisfaction and provide professional customer support.