Customers Services Representative Csr
Emirates Computers
Total years of experience :21 years, 6 Months
• Manages the workshop operations, assigning daily customer calls to in-house engineers and following up with them until calls closure.
• Coordinate with Systems Support Manager and all Engineers (Systems, PCs, and Workstations), Logistics & Stores for the prompt resolution of the RTB machines.
• Understanding technical issues and implications on business and communicating with other operating departments within the business.
• Co-ordinate between different vendors /departments /sub contractors for successful completion of the project in agreed time frame.
• Provide customer services over multilevel customer contact channels and resolving customer complaints on performance bottlenecks.
• Ensuring customer satisfaction through adherence to service quality norms.
• Leading a team of highly motivated customer support engineers in providing quality service and generating service revenue.
• Ensuring effective Inventory management. Optimised usage of Spares/ Supplies.
• Developing a multi-skilled service team and streamlined the service operation to control the overheads as well as operation cost/ time.
• Formulating and implementing strategies for sales promotion for service contracts and spares
• Key Client Customer Support’ to ensure prompt and effective service to key clients.
• Implementing motivation schemes and performance-based awards like ‘Best Engineer Award’ to motivate Field Engineers.