Team Leader Customer Care
Sharaf DG LLC
Total des années d'expérience :7 years, 10 Mois
Career Progression
Team Leader Customer Service - Present
Sharaf DG LLC, Abu Dhabi - UAE
Joined the organization as Sales Executive in 2013 at Dubai and deputed to Abu Dhabi meriting multiple roles of increased authority and responsibility up till the position of Senior Customer Service Executive through exceptional performance.
Designation Chronology:
May 2017- Present: Team Leader Customer Service Executive/Co-coordinator
Overall Responsibilities:
Manage 8 team members in daily administration of office activities to include processing sales &after sales preparing correspondence / documentation, and managing client records databases.
Interface with employees across multiple departments, ensuring efficient completion of special projects.
Deliver effective, hands-on training to new employees and motivate existing staff to achieve top-notch performance address client inquiries, providing account information and facilitating collection processes
Embedding strong working knowledge of all organization’s products/ services; applied to clarify information as well as to manoeuvre existing business forward.
Representing front line support to customers, aggressively promoting organizations products/ services while communicating effectively to convert prospects into materialized business.
Addressing customer complaints/ issues/ grievances with grace, patience and understanding; minimizing escalations by devising solutions that achieve customer satisfaction and are in line with policies and practices of the organization.
Handling customer calls with immaculate quality and excellent communication skills; identifying and interpreting opportunities to sell organizations products/ services in lieu of assigned business targets.
Collating information of all customer calls and e-mails in addition to customer complaints and generating MIS forming a basis for developing strategies that improve overall customer satisfaction.
Complete follow-up with the delivery team until goods are received and acknowledged by customer as well as with delivery team
Preparing delivery schedules as per customer’s request in relation with company policy
Preparation of sales order on confirmation of purchase, filling in delivery instruction form to facilitate smooth and timely delivery, accompanying the customer to cashiers desk for payment and receipt printing.
Cultivating mutually supportive and effective working relationships with team members; evaluating performance, identifying issues and offering recommendations on performances enhancement and target attainment.
Exploring opportunities to add value to job accomplishments; coordinating extensively with other departments to ensure smooth execution of day-to-day business operations.
Receiving and log complaints tickets in the system and assigning them to relevant departments
Book service items as per SLA Standards and prepare dispatch to relevant service centres for repairs /replacement
Follow up key ticket complaints with service centres and vendors in order to maintain TAT as well as closing them in the CRM system as per policy
Key Achievements:
Successfully interacted with clients to generate repeat and referral business.
Consistently commended by senior management for maintaining an outstanding
Record of accuracy, efficiency,
Accomplishments:
• Demonstrating highest standards of technical excellence, business objectivity and professional independence and successfully:
- Drove business growth and registered average store sale of 600, 000 Dhs
- Rocketed extended warranty sales which is the key profit center of the business
Key Responsibilities:
• Managed entire spectrum of sales activities like promoting product/services, generating sales, delivering outstanding customer service as well as maintaining all documents as per standard operating procedures.
• Guided customers in selecting products/ services while explained the features and offers available for that product; advised on product selection and adopted a customer friendly approach for communicating with prospects.
• Garnered feedback from customers to identify areas warranting improvement. Resolved customer complaints/ queries in an expedited manner to achieve service delight while explored cross selling or up selling opportunities.
• Reported and updated seniors on sales status including leads/ pipe-lines; striven to enlarge customer base concurrently exploited new business opportunities with existing customers to further boost sales and profits.
• Effectively interacted with customers of diverse backgrounds/temperaments while identified opportunities to add value to job accomplishments.
Major: Accounting & Admnistration