Senior Customer Service Representative
Hilti Saudi Arabia
Total years of experience :18 years, 1 Months
• Develop and coach the Customer Service Representatives team on all related IT systems and software. • Ensure recruitment, integration, motivation, coaching and ongoing development of the team members to meet department and MO business objectives • Implement and manage best practice of global processes to maximize Productivity and Profitability while delivering high quality services. • Take an action role in resolving and following up with customer complaints. • Organize and maintain a thorough record keeping and reporting system to satisfy all administrative • Provide processing coverage for sales transactions if departmental targets are not being met. • Management of additional department project work and ensuring deliverables are released within agreed timelines • Represent CS department at both internal and external meetings, demonstrating a credible and professional approach at all times
- Make consultation and sales of Hilti products by a phone.
- Inform and advise customers on commercial, technical and service issues.
- Support field based personnel by providing correct and complete information.
-Execute Management Team’s decisions relating to the company core business.
• Attend to and follow up customers complaints and refer unresolved to appropriate department
• Investigate and escalate unresolved and pending complaints
• Communicate with concerned departments to ensure immediate resolution of escalated and pending issues
• Alert management in case of operation failure
• Carrying out performance measurement, monitoring, and evaluation of all agents to improve the efficiency.
• Update webpage on a routine base and ensure operation information are available for agents use
• Attend to and follow up customers complaints and refer unresolved to appropriate department
• Coordinate with departments to gather recent updates providing necessary feedback to team
• Investigate and escalate unresolved and pending complaints
• Communicate with concerned departments to ensure immediate resolution of escalated and pending issues
• Update and distribute call center, front-office and operation daily reports
• Monitor major events and communicate impact on day to day operation
• Alert management in case of operation failure
• Ensure immediate implementation of plan B in case of system failure
• Managing and directing the daily activities of call center agents
• Supervising, planning, and managing functions concerned to Call Center environment.
• Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents
• Carrying out performance measurement, monitoring, and evaluation of all agents to improve the efficiency.
• Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary.
Achievements in NWC:
• One of the Tribute's for their excellent efforts in the management of customer service and carrying out their duties and assignments at high level and enthusiastically in 2009
• Support my superiors in making the work flow process
• I have worked as a key account team leader
• Continually assist in the analyses and assess the operational performance of the team through close monitoring, good communication and regular activity reports.
• Make the necessary tactical changes to the work in accordance with Team Leader instructions and documented processes in order to ensure that all service standards (including KPI’s) are met.
• Act as a point of reference for the service staff in terms if product knowledge, system and process and guide staff were necessary
• Works closely and in complete co-ordination with direct peers within the service team and other peers in the other business areas and continuously share feedback for the purpose of business development.
• Act up to the same responsibilities of team leader during absence or vacations
• Get involved in the systems development and department process designs and implementation
• Develops their skills about team and individual performance management process and the management of effective training and development solutions.
• Encourages communication with team members, BUPA members, service providers, peers and head of department in order to maximize team effectiveness.
• Continually challenges working practices and processes in order to maintain continuous improvement of both team and department performance that we received the best call quality award in the Meddle East of year 2007.
• Assists with the recruitment, training and retention of competent team staff, capable of delivering the standard of work required, based upon analysis of varying workloads.
• Contribute in creating and maintaining a working environment, which motivates the team and ensures the retention of the best performers.
• Handling outbound and inbound calls from external and internal customers.
• Handling incoming requests from external customers by e-mail or fax and managing their inquiries or requests.
• Providing information on complaints regarding specific products as well as services.
• Selling products and placing customer orders in the computer system.
• Transferring customer calls with complex inquiries to appropriate staff.
• Completing call reports and logs, and researching billing issues.
• Recognizing, documenting, and informing the supervisor regarding the trends in internal and external customer calls.
• Recommending process improvements and researching misapplied payments.
• Resolving customer support related issues and providing customer with proper solution, via the troubleshooting techniques.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Performing customer verifications, processing orders, applications, forms, and requests.
Achievements in Frontliners:
• Volvo (Customer Satisfaction Survey)
We survey Volvo customers in Saudi Arabia, Kuwait and UAE in order to assess their satisfaction with the quality of service provided by the agencies due to maintenance and sales.
• American Express Credit Cards (Updating Customers Data)
we contact American Express customers to update their data and information
• American Express (Marketing)
we proactively contact prospective and preexisting customers directly and motivate them to join American Express members.
• Jeddah Chamber of Commerce Industry (Election Campaign)
we contact Jeddah Chamber of Commerce Industry members to motivate and encourage them to vote for Le Jeddah Group