Customer Service Manager, Operations, U.A.E
VFS Global
مجموع سنوات الخبرة :13 years, 11 أشهر
Improve customer service experience, create engaged customers and facilitate organic growth
Take ownership of customers issues and follow problems through to resolution
Develop service procedures, policies and standards.
Keep accurate records and document customer service actions and discussions.
Analyze statistics and compile accurate reports.
Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
Keep ahead of industry’s developments and apply best practices to areas of improvement
• Centralized Contact Centre for missions - Schengen, UKVI, Australia, New Zealand, and Canada.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Successfully managed the activities of 40 team members.
• Created training manuals targeted to resolve difficult customer issues.
• Developed, implemented and monitored programs to maximize customer satisfaction.
• Developed effective relationships with all other departments through clear communication.
• Interview, hired and trained new customer service representatives.
• Daily/weekly/monthly reporting to Diplomatic missions and other departments internally.
• Created scripts for call, email and chat for standardization and efficiency.
• Developed process improvements to enhance efficiency and effectiveness
• Trained staff on how to improve customer interactions.
• Provided cross training of different missions to staff members for backup planning and efficiency.
• Streamline processes on betterment of our applicants.
• Addressed negative customer feedback within TAT.
• Provided d leadership support to representatives and clients.
• Routinely evaluated reports to identify problems and areas for improvement.
• Effectively managed departmental expenses to stay within allocated budget.
• Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call centre objectives were met.
• Assisted in creating detailed product website that reduced the average call time.
• Average quality improved from 85% to 95%. Currently aim at 100%.
• Maintained relationship with diplomatic missions (Embassy/Consulates) on daily basis.
• Provided accurate and appropriate information in response to customer inquiries.
• Ran reports and supplied data to fulfill customer (Diplomatic missions) report requirements.
• Built applicants loyalty by placing follow-up calls for visa applicants who reported issues in their visa applications.
• Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
• Coordinated with Visa Application Centre on day to day basis to provide better customer service to applicants.
• Trained staff on how to improve customer interactions.
• Assisted with the development of the call center’s operations, quality and training processes.
• Properly directed inbound calls in phone queues to improve call flow.
• Answered customers’ questions and addressed problems and complaints in person
• Helped customers select products that best fit their personal needs.
• Successfully achieved the sales target
• Offered exceptional customer service to differentiate and promote company brand
• Built customer confidence by actively listening to their concerns and giving appropriate feedback.
• Work collaboratively with the team to ensure company image and brand values are illustrated at all the times.
• Provided accurate and appropriate information in response to customer inquiries.
• Furnish and enhance after selling services and keep proper database of customers
• Maintained up-to-date records at all times.
• Come up with new ideas that aim at increasing revenues.
• Informed customers about sales and promotions in a friendly and engaging manner.