Back Office Fixed Services
vodafone
مجموع سنوات الخبرة :8 years, 11 أشهر
* Act as a Back office interface with customers of Vodafone companies worldwide.
* Role involves responding to customers complains over the email and resolving Technical inquiries about our services Fixed landline and super-fast fiber optics broadband. The main purpose is to facilitate and provide a Vodafone global customer service standard. Key
* Own and manage the client relationship: receive customers complains through emails and act accordingly to Escalate it to the concerned party and raise remedy tickets to the service desk and follow up on it .
* Escalate any late Remedy ticket not solved within the Service level
* Handle all kind of escalations either from the client or the customers.
* Follow up with the customers on their pending complains.
* Managing a team consists of four members.
* Ensure service level agreements are met and maintained. - Work as part of a team to ensure offering world-class Customer Service at all times.
* Be proactive in regards to the improvement of processes and procedures.
* Communicate positively with all involved parties in order to facilitate customers’ reception of the expected distinguished service.
* Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.
* Mentor and support new employees.
* Meeting service level in handling all transactions measured through productivity reports.
* Accuracy in handling all assigned tasks.
* Attendance and punctuality.
* Maintain professional work relationships with colleagues, and manager.
* Act as a frontline interface with customers of Vodafone companies worldwide.
* Role involves responding to customers over the phone and resolving Technical inquiries about our services ”IPhone, IPAD, BB, Easy Box, MIFI & USB Modems
* The main purpose is to facilitate and provide a Vodafone global customer service standard. Key
* Own and manage the client relationship: resolving calls efficiently and effectively.
* Ensure service level agreements are met and maintained. - Work as part of a team to ensure offering world-class Customer Service at all times.
* Be proactive in regards to the improvement of processes and procedures.
* Communicate positively with all involved parties in order to facilitate customers’ reception of the expected distinguished service.
* Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.
* Mentor and support new employees.
* Meeting service level in handling all transactions measured through productivity reports.
* Accuracy in handling all assigned tasks.
* Attendance and punctuality.
* Maintain professional work relationships with colleagues, supervisor and manager.
* Teamwork spirit.
* Flexibility
•Act as a front-line interface with customers of Vodafone companies worldwide.
•Role involves responding to customers over the phone and resolving their inquiries.
•The main purpose is to facilitate and provide a Vodafone global customer service standard.Key
•Own and manage the client relationship: resolving calls efficiently and effectively.
•Ensure service level agreements are met and maintained. - Work as part of a team to ensure offering world-class Customer Service at all times.
•Be proactive in regards to the improvement of processes and procedures.
• Communicate positively with all involved parties in order to facilitate customers’ reception of the expected distinguished service.
• Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.
• Mentor and support new employees.
• Meeting service level in handling all transactions measured through productivity reports.
• Accuracy in handling all assigned tasks.
• Attendance and punctuality.
• Maintain professional work relationships with colleagues, supervisor and manager.
• Teamwork spirit.
• Flexibility
Qatar Quality Coach (Loan) August 2010
Monitor Agent quality on a daily, weekly and monthly basis.
Develop and maintain Quality reports at Agent, team and call center level.
Assist in developing and streamlining Quality procedures.
Communicate with and support Quality and Training Manager, Operations Manager, Supervisors, Leads, and employees; this includes general collaboration and troubleshooting.
Participate and contribute to company projects and developmental meetings.
Coach agents on a daily, weekly and monthly basis for the purpose of Quality improvement.
Provide written and verbal feedback to agents on all completed evaluations.
Support the Quality team.
Attend calibration calls as required.
Spend time in Agent role as required.
Assist with special projects and other duties as assigned.
• Oracle data base Administrator for FGB HR oracle system
• Mainting data base for all CVs recived by fax or walk-in candidates
• Assist supervisor in sourcing and preparing job descriptions from respective group/Dept head
• Liasing with recruitment agencies and utilizing job sites for sourcing right candidate or headhunting
• Conduct market research on competitor banks to produce a pool of qualified passive candidates.
• Identifying, screening and foorwarding shortlisted CVs to respective interviewers
• Collect feedback form line managers
• Coordinating with overseas candidates for their telephone/personal interview
• Prepare and issuing regret letters for unsuccessful candidates.
• Coordianting with the candidate for offer letter acceptance and joining
• Coordinating with PRO and the new employee for proceeding with his employment visa
• Liasie with training team for joining candidate’s induction
• Manage all calibers resources.
• Scrutinize CV’s.
• Provide full detailed information about company’s pool of resources.
• Contact all candidates via suitable contact methods for all types of interviews.
• Perform entry level positions telephone pre screening.
• Prepare analysis reports concerning the interviews and assessment traffic.
• Archive soft and / or hard copies of CV’s.
• Screening and selection of the CVS for candidates who match the required criteria for the requisition's job vacancies.
• Interviews all candidates presented for detailed interviewing by hiring them, and includes the use of face-to-face behavioral-based interviewing methodologies.
• Review resumes and credentials for appropriateness of skills, experience and knowledge in relation to position requirements
• Manages and coordinates all communication with candidates.
• To prepare analysis reports concerning the interviews for each job.
performing first interview in which to prepare for shortlisting accourding to the job discription for each job opportunity and give full analysis for each calibers.
• Follow up with our clients and maintain a good relation.
• Adding job adds on website.
• Conduct IQ Test for the candidate when needed.
• Follow up with our clients and maintain a good relation.
• Filing of hard copy resumes.
customer service call center 1 membership of art channels
cabincrew, feeding the customer's need
American Academy: Young Learners and Preschool Diploma . Focuses on: Different ways of teaching young Learners. Learning and developing young Learners. How resources can be used. Planing lessons for young Learners Teaching strategies for young learners and classroom-based assessments for young learners.
