Aftersales Customer Relations Manager
Al Futtaim Motors - TOYOTA
Total years of experience :16 years, 10 Months
• Managing a team of more than 30 call center agents divided between two central hubs (Dubai and Abu Dhabi)
• Managing outbound activities, monitoring and tracking inbound queues
On-the-floor support and coaching activities
• Managing projects related to the call center operations
• Create forecast and analyze call volumes, service levels, reach rate and conversion rate.
• Manage performance on team and individual levels
• Create contests and rewards that increase agents’ loyalty and focus
• Arrange for selected trainings on different levels to ensure performance development
• Strategic planning to maintain balanced schedule-based and walk-in customer visits
• Liaise with HR, Resource Planning and Employee Engagement teams to review staffing and employee requests and issues.
• Liaise with Quality Assurance and Control team
• Liaise with MIS and IT for all systems and hardware related matters
• Work closely with all service centers, showrooms, and other branches nationwide to ensure we are aligned and delivering up to the business expectations, needs and requirements
• Work closely with Aftersales Marketing to design and lunch campaigns and promotions
• Liaise with Aftersales Standards, Warranty and Parts Distribution Center departments for all safety, service and customer satisfaction campaigns
Key Projects:
Call center centralization and integration completed in 18 months
Dialer solution implementation completed in 3 months including training
IVR restructuring
Business process design and modeling
Call center Floor expansion and hiring
Establishing and integrating a secondary call center hub in Abu Dhabi
• Using management systems, and other technical resources, clear equipment faults as quickly as possible.
• Assist in the replacement of faulty equipment (board or unit level) and arrange for the repair of such items to maintain the integrity of the services.
• Liaise with 3rd parties (e.g. satellite providers, internal and external engineers) to investigate and clear faults within specified times.
• Liaise with cable companies (in GCC and MENA regions) to maintain high quality level of service providing non-DTH customers.
• Provide timely information and updates to customers and Customer Service Department Management during any service incident.
• Assist in the reconfiguration of equipment and systems as necessary.
• Assist in the running of the routine checkups on all broadcasting equipment and archiving systems.
• Undertake technical training to ensure an up to date knowledge of the systems and technologies on site.
• Escalate issues to the Senior Engineer - MCR for assistance as required.
• Monitor and control all operational equipment and outputs
Key Projects:
Disaster Recovery (power failure and backup systems).
Implementation of new technologies and migration (MPEG-4 and DVB-S2)
• Training Technical Executives and Customer Service agents on new business rules and updates.
• Training Technical Executives and Customer Service agents on systems, equipment, and new set-top boxes.
• Documentation of technical incidents and troubleshooting.
• Acting team manager upon assignment.
• First line support to all VIP customers’ inquiries regarding products, services and product functionalities provided.
• Maintain a “first call resolution” high level of customer support to increase customer satisfaction and reduce incoming calls to keep the rate of calls within the call center capacity.
• Coordinate with various sub-divisions in Operations Division to assist corporate customers such as hotels, compounds, towers, etc. in all MENA region.
• Follow-up on customer complaints and coordinate with the concerned managers to resolve complaints.
• First line of support to IBS End Users and B2B Users across the region (UAE, EGY, JOR and KSA)
• Daily checking of Application Servers and the Automated Background processes
• Performing queries and critical actions including sending Forced Messages to customers; daily cancellations of expired contracts and weekly disconnections of bad payers
• Configuration of all DTH and Commercial subscription products; capture rules as per OSN Business Rules
• Configuration of all Marketing promotions and Sales campaigns
• Assist Finance Team with Billing and Collection tasks, whenever required
• Coordinate with Platform Technology and Engineering Team with respect of launch of new channels; new set-top box or upgrade of hardware
• Coordinate with Conditional Access team with respect to CA configuration and Anti-Piracy
• Assist Supply chain team with respect to import of hardware in IBS and CAS databases configuration of new hardware model.
• Make periodic updates to the IBS Business Rules Document and ensuring it is up-to-date as per the Change Request documents
• Ensure that all Change Requests and configurations completed ahead of the deadlines
• Work closely with the development team; billing rule team and IT Team with respect to new configurations or maintenance of the IBS system
• Work closely with Programming Team with respect to LIVE sports event and pay-per view events ensuring that all activities configured in IBS and CAS.
• Maintenance of user access permission and security in IBS, B2B and Windows Domain servers.
Key Projects:
Project planning and implementation post-merger
Systems and Database migration
• Customer assistance on inbound and outbound calls including troubleshooting in technical issues and billing inquiries.
• Obtain and make available technical information between Principal and service centers so as to achieve a standardize level of communication.
• Coordinate closely with other departments such as Customer Assistance Center, Sales and Service Centers in solving technical matters.
• Carry out regular visits to Service Centers to obtain feedback, provide assistance, investigate and make reports to Principals on technical problems encountered by service centers.
• Assist Service & Development Department Manager to liaise with Principals in technical and training matters.
• Responds and provide technical advice on email queries.
• Creating support documentation, policies for solutions for faster resolutions.
Bachelor's of Sciences in Management Information Systems