Customer Service Manager
Banta
Total years of experience :5 years, 8 Months
• Customer Service Manager - Banta Furniture - Kuwait
January 2019 - March 2020
- Organize & monitor orders between factory, warehouse and deliveries
- Lead and manage a showroom and call center team of customer service agents and supervisors
- Develop staff training programs and reference manuals
- Formulate and implement customer service policies and procedures
- Deliver presentations to management, sales team, executives and partners
- Coach & monitor the Customer Service & Retail Outlets Team of four branches
- Ensure on-time and proper resolution to all customer complaints and inquiries
- Managing US Embassy Passport (receiving, sending and confirm requirements)
- Evaluate leads received from other Aramex teams and provide proposals
- Informing the clients about all the shipping procedures and when to expect the
arrival or their parcels
- Provide special attention & service to VIP clients both individuals and companies
- Identify customer service improvement opportunities
- Achieve customer satisfaction at all times by monitoring closely all interactions
with customers and ensuring on-time complaints resolution
- Walk in access to the Embassy of The United States of America in Kuwait (CGI)
- Ensure outlet team members provide the walk-in customers the highest
standards of customer service and maintain the outlet cash target
- Ensure outlet staff is aligned with Aramex guidelines in terms of uniform and
quality of service excellence