Customer Support Personnel / Community Administrator
Emaar Properties
Total years of experience :9 years, 8 Months
* Customer Communication (oral and written)
* Email management
* Live chat management for customer query resolution as well as new inquiries
* Inter department coordination
* Worked on salesforce software
* Worked on Oracle software for customer data management
* Pro-actively participated in resolution of customer queries and complaints
* Received 3 certificates for best performance and top scorer in the entire team
* Actively participated in internal meetings by suggesting ways to overcome hurdles handling internal and external tasks
• Oral and written communication on weekly basis with the company’s top clients, viz, Etisalat, Emaar, Abu Dhabi Municipality (ADM), Baker Hughes, C4AS, Injazat.
• Coordination with the above clients for company’s Outsourced Managed Resource Group (MRG) with reference to new deployments, leave replacements and new requirements of the consultants.
• Arranging conference calls between clients and candidates.
• Handling Client grievances with reference to consultants’ performance and deployments.
• Sending letters and quotes to clients as advised by the Director - Sales and Marketing.
• Inter-departmental Interaction and coordination:
• Coordinating with business managers and Recruitment team for new requirements of consultants from clients. Scheduling interviews and calls.
• Coordinating and follow-up with the sales team on the sales progress and the Sales Reports.
• Interaction with accounts team for issuing Purchase orders and Invoices.
• Interaction with HR on status of the consultants on bench and for replacements.
• Regular interaction with the HR Recruitment team for new and urgent requirement of consultant CVs.
• Regular interaction with consultants for their deployment and non-deployment status.
• Tenders and Bid responses:
• Coordination for Tender preparation, related documentation and bidding response submissions in liaison with the sales managers.
• Drafting and mailing Tender regret letters.
• ISO 9000 and ISO 20000 Requirements and Procedures:
• Handling assigned Service Reporting task for ISO 9000 and ISO 20000 audit requirements for Sales dept, Managed Resource Group.
• Coordinating with Quality Manager, Management representative and business managers for required documents and forms.
• Database management:
• Managing the consultant database on weekly and monthly basis.
• Managing company’s consolidated client list.
• Managing various Reports:
• Preparing Site Deployment Reports & Site Completion Reports of existing consultants as well as for new joiners’.
• Preparing and submitting individual as well as consolidated Sales report and Sales Forecast reports to the management team.
• Submitting Consultants’ status report on weekly basis to the management team.
• Making handy availability of the Company Profile and other important presentations.
• Maintaining confidentiality of various reports and information.
• HR & Administration Tasks:
• Formatting candidate CVs.
• Screening CVs in coordination with HR recruitment team to match the client requirements.
• Preparing and submitting letters for new consultants to the specific client.
• Preparing presentation material and providing administration support to the Sales and Marketing Team.
• Maintaining Administration forms for the Managed Resource Group (MRG) team.
• Handling leave replacement for consultants.
Meetings & Appointments:
o Schedule and Manage Meetings, appointments and Conference Calls.
o Timely meeting reminders, action points & post meeting follow-ups.
Communication & Co-ordination:
o Acting as a point of contact between the management & associates
o Manage External Communication with - potential clients / external parties /
govt. offices / corporate and banks
o Maintaining confidentiality of information
o Manage email Communications on real time basis.
o Manage & priorities telephone calls & take action on it.
o Browsing Internet for information of potential clients & external parties which helps in pre-meeting communications & subsequent discussions.
Administration & Correspondence
o Composing semi-routine correspondence
o Create templates to ease work on all correspondence.
o Clients Database generation for the organization
o Manage & maintain up-to-date huge contact database.
o Organizing & filing documents
o Keeping track of annual memberships, credit card payments & donations
o Managing third-party payments & related co-ordination with accounts.
o Managing festival gift distribution for clients & business associates
Travel Management :
o Visa processing and Organizing visa invitation letters
o Preparation of an Itinerary
o Handling domestic & international flight bookings, hotel accommodations with optimization of travel cost.
o Arranging foreign exchange & necessary travel documents
o Keeping track of airline memberships, promotions and offers.
• Scheduling & co-ordination for meetings & appointments.
• Composing semi-routine correspondence & managing telephone calls & mails. (handling office administration).
• Proactively interacting with departmental heads and external parties. (Liasioning with Sr. Management offices & maintaining confidentiality).
• Create templates to ease work on all correspondence.
• To thrash out and manage huge contact base.
• Co-ordination with Banks and external parties for business related information.
• Maintaining & updating filing system & contact details on real-time basis.
• Travel & Hotel arrangements - reservation of tickets, arranging Visas, Foreign exchange; preparation of Itinerary for domestic as well as international travel.
• Keeping track of annual memberships, credit card payments & donations, etc.
• Handling Income Tax, Service Tax & TDS payments.
• Searching info using internet.
• Training newly recruited associates in their functions.
• Correspondent appointment and liaison.
• Maintaining MIS.
• Dispatch of rating report and customer feedback.
• Lodging claim with NSIC for subsidy.
• Business Development -
• Initiating contact with banks and associations
• Cold calling, Lead tracking
• Managing and Administrating company website.
• Timely follow-ups for required rating documents with potential clients
• Co-ordination with regional offices
• Supportive to the sales team during business presentations & seminars
• Self-correspondence of letters & drafts
• Managing E-mails & Communications
• Travel Management
• Managing Reception area with -in bound & out bound telephone calls
• Managing Administrative work for the department
• Library maintenance
• Timely follow-up with clients & suppliers
• Internet surfing for products specifications
• Maintaining physical copies of confidential data & product information