Customer Care Supervisor
Vodafone Egypt
Total years of experience :13 years, 1 Months
• Communicate and link top management with team members.
• Handling complaints (from both staff and customers).
• Analyze team performance data and customers' needs statistics.
• Assisting the team by performing the tasks with them.
• Supporting the stuff for the all required training and development.
• Provide the assistance and help the new staff and recommend the new hires to HR Department.
• Work with management on customer service initiatives.
• Manage all other administrative issues like leaves, schedules...ETC.
• Develop strong and trusted relationship with customers through timely and accurate communications.
• Develop new business opportunities in every customer communication.
• Assist in developing sales and marketing initiatives.
• Attend and conduct project status and review meeting with customers.
• Maintain and update documents related to customer accounts and business reports.
• Assist technical and marketing teams in developing marketing materials and proposals
• . Generate customer reports on periodic basis.
• Provided new comers with required training (product knowledge -skills) to enable them providing the highest quality of services to Vodafone customers.
• Increase the new comers learning abilities.
• Provide a regular feedback and performance reports to top management and to new comers enclosed the appropriate action plans to attain highest work performance.
• Resolves Vodafone products and services problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve it and following up to ensure resolution.
• Handle all customer inquiries and technical issues regarding to Vodafone internet services.
• Provide client support and technical issue resolution via E-Mail or phone.
• Configuration of hardware and software of the client’s equipment to connect to the Internet ( via modem/DSL Router, USB modem, BlackBerry, I-Phone and all smart phones and tablets .. ETC).
• Provide customer's training to use systems and applications.
• Provide to customers a general understanding of Vodafone offered services.
• Calculate premiums and establish payment method.
• Call on policy holders to deliver and explain the policy, Analyze insurance program and suggest additions or changes, or to change beneficiaries.
• Confer with clients to obtain and provide information when claims are made on a policy.
• Explain features, advantages and disadvantages of various policies to promote sale of insurance plans.
• Interview prospective clients to obtain data about their financial resources and needs, the physical condition of the person or property to be insured, and to discuss any existing coverage.
1 - Post-graduation studies MBA (Master degree of business administration) Place: Cairo university faculty of commerce - English section Timing: Sept 2012 – June 2014 Major: Business administration and management. Grade: Very Good. Graduation Project: Relationship between the OD (organization development) implementation and change of customer profitability. Subjects : Corporate Finance – Organizational behavior- Production and operations management –Marketing Management – Managerial Economics – Managerial Informational System – Strategic Management- managerial Accounting - International Business Management – Organization Development –Human Resource Management – Research Methodology - Readings - Leadership and Communication Skills - Quality Management – Graduation project.