Senior customer service
Emaar - Egypt
مجموع سنوات الخبرة :10 years, 3 أشهر
- Handle customer's complaints & inquiries to provide solutions to their problems and sell Orange products and services.
- Route problem tickets to different departments and following them up till
Problem resolution.
- Review contracts and applications and necessary documents to ensure they're all kept in an adequate manner.
- Handle filling & archiving internally in the shop on a daily basis.
- Handle Stock with Stock Keeper and Warehouse.
- Handle cash in the shop on a daily basis and send a report to Finance Team.
- Support & Contribute in Customer Center KPIs.
- Sales & Retention and Technical advices.
Who Handling projects such as FMCG, Banking Sector, Automotive, Telecom, TV Channels, Pharmaceutical, Health care and Social Marketing. Some of the research studies he has undertaken have been Syndicated and Customized Tracking Studies, Usage & Attitudes, TV Rating, Ad Testing, Concept Testing, Product Testing Customer Satisfaction Measurement, Market Segmentation, Media Habits & Lifestyle Studies.
•Use quality reports to access performance across centers and improve on inconsistencies.
•Deal with escalations regarding quality in-house. For example, interviewers who have poor quality, projects that are performing poorly due to quality,
•Sorting the data which QC received from Field department.
•Editing questionnaires, checking the logic check.
•To oversee and maintain high standard of quality across all kind of projects.
•Update documents when needed so that they comply with industry standards Monitoring fieldwork and logistics.
•Making sure of updating the data base for each and every respondent.
•Liaise with project managers and legal team to ensure proposals are signed and saved correctly with all the necessary information.
•Manage and coordinate questionnaire-checking.
•Worked on Qualitative and Quantitative projects.
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•Responsibility:
•Assist Quality control Manager to deliver the Quality standers.
•Perform a variety of professional checking operations to reach the highest level of the quality during the field work.
•Prepare daily report of the work and deliver it to Quality control Manager.
•Maintain and track the deadline and quota of each kind of project, CATI/CAPI/CAWI.
•Interaction with internal colleagues.
•Managing Quantitative and qualitative projects and attending fieldwork.
•Proof reading and checking the outputs of others, ensuring strong attention to detail and high quality outputs.
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•Meeting and greeting guests as the survey taker approaches them
•Proactively seek out guests in a manner to ensure random sampling of guests
•Confident and comfortable approaching and speaking with all demographics
•Develop and follow a sampling plan to ensure a random cross section of guests is surveyed
•Complete and input survey in a timely manner using tablet
•Complete a specified number of surveys in a designated time in a variety of locations
•Ensure surveys are uploaded in a timely fashion