Customer Service Manager
Mall of the Emirates
Total years of experience :29 years, 7 Months
Provide ongoing Training for Customer Service Team.
Train all new Customer Service staff.
Conducted business trip to Bahrain to supervise Guest Service Training course for two weeks to various teams including customer service team (16 staff), Magic Planet Team (32 Staff), Security department (50 staff). Oct '08-Sep '08
Conducted training course to customer service staff in Masqat City Centre and Qurum City Centre; assisted in Qurum City Centre Opining.
Formulating, executing and monitoring client-servicing strategies based on market intelligence of competitors, while keeping the upper management updated about developments.
Ensuring clear communication pertaining to service terms and conditions, assuring confidentiality, and following up on any complaints to prevent escalations and legal implications.
Liaising with a host of corporate and retail clients, to ensure optimal levels of service and long term business relations. Cross selling products and followed up on referral business to expand client base.
Managing, deploying resources /personnel and conceptualized strategies to effectively achieve desired levels of customer service, in consonance with organizational objectives.
Formulating targets and area wise budgets, handling accounting operations and executing a variety of broad range cash management functions.
Conducting performance reviews by devising performance measurement parameters, and effecting strategies and measures to address shortcomings. Preparing monthly performance appraisal
Liaising with marketing departments to spearhead sales promotions and handle major events. Maintaining exemplary relations with advertising agencies and media houses from Europe, US and Asia.
Developing and implementing an integrated range of concepts policies and procedures in the Customer Service Manual, negotiating any changes with marketing manager.
Supervising day-to-day operations for five customer service disks;
• In charge of handling all customer service operations in behalf of the Manager on his absence; analyzed thoroughly all service center operations.
• Earmarked and dealt with problematic customers, tracked delinquent trends and related possibilities and reported the same to management prior to escalation.
• Identified and recruited employees encompassing a gamut of profiles and proficiency in view of requirements and budgets.
• Formulated and reengineered operation and administrative protocols to eliminate bottlenecks streamline customer service operations and maintain optimum levels of awareness and motivation among employees through up-gradation, training programs and clearly defined career growth paths.
• Assisted in the Customer Service Program for the centre under purview of customer service coordinator.
Responsibilities :
• Implemented an integrated range of sales and marketing concepts and strategies consistent with the overall goals and objectives of the organization.
• Kept close tabs on market dynamics and competitor activities, and implemented effective sales strategies to counter the same. Achieved high levels of performance and allocated sales targets.
• Developed and maintained business relationships with existing customers whilst striving to ensure highest level of service as per company standards.
• Coordinated with and assisted the marketing department in advertising, marketing and promotional activities to increase products utilization.
• Maximized profit margins by identifying high potential sales opportunities and prioritizing them.
Managing and driving performance within all aspects of P&L, including Top line sales, margins, warranty, accessory, ageing provisions, and organic growth metrics.
Manage customer engagement through mystery shop program, GUEST role play, training rhythm, and daily coaching activities.
Drive awareness with customers around promotional and value add business activities by ensuring all visual merchandising and employee communication elements are in place and executed on time.
Eliminate stock loss through the implementation of and adherence to SOP within all functional store teams (warehouse, sales, customer service, and finance).
Perpetually improve conversion and ATV through daily performance management.
Apply efficiency measures to control and reduce costs related to store operations.
Ensure accountability around customer service standards and other key job responsibilities for all employees reporting into you
• Receive Customer Vehicles for Service and Repair Jobs and raise repair orders on Dealer Management Systems (DMS).
• Technically competent to understand the customer needs and requirements and accordingly raise Service Orders.
• Able to provide detailed explanation on jobs to be carried out on vehicle.
• Provide detailed explanation and technical justification for additional repairs with cost Estimate and obtain approval from customers.
• Ability to advise customers on the required vital jobs.
• Should have flair for Selling Value added Services, Service Contracts and accessories.
Able to make every effort to resolve Customer Complaints and ensure customer has positive ownership experience.آ
• Regularly follow up with Workshop controller and technicians on his vehicles and update Customers regularly on the job progress and ensure delivery of the vehicle at the promised time.
• Raise Warranty approvals
• Raise special orders for parts not available and follow up and keep customer informed.
• Prepare Invoices on DMS and arrange for Active delivery of vehicles. Follow up payments of credit customers and ensure collection within stipulated time.
• Regularly monitor orders raised by him and ensure timely billing. Conduct post service follow up to ensure customer satisfaction.
•Receive Customer Vehicles for Service
•Able to provide detailed explanation on jobs to be carried out on vehicle
•Provide detailed explanation and technical justification for additional repairs with cost Estimate and obtain approval from customers.
•Ability to advise customers on the required vital jobs
•Regularly follow up with Workshop controller and technicians on his vehicles and update Customers regularly on the job progress and ensure delivery of the vehicle at the promised time.
•Raise special orders for parts not available and follow up and keep customer informed.
Key Courses Attended: 1. New Manager’s Training 2. Building a Winning Team 3. Excellence in Customer Service (MECSC)"08 4. Supervision Insights '07 5. Keeping Customers for Life (MECSC) '07 6. Keeping Customers for Life (MECSC) '06 7. Customer Focused Management 8. Putting Customer Service into Practice 9. Customer Focused Management. 10. Customer Service Train the Trainer Session. 11. Service Leadership. 12. Knowledge Network Workshop. 13. Business Writing. 14. Professional Report and Proposal Writing. 15. Microsoft Power Point 2003 Level 1. 16. Microsoft Power Point 2003 Level 2. 17. Microsoft Excel 2003 Introduction. 18. MS Outlook 2002 19. First Aid Training. 20. English Language Course