Customer service and Accounts Manager
Songwhale LLC
Total years of experience :19 years, 3 Months
• Establishes productive, and professional relationships with key personnel for each customer account
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis
• Leads solution and efforts to best address customer needs and complaints, especially those complex in nature
• Analyze statistics and compile reports
• Keep accurate records and document customer service actions and discussions
• Coordinates closely with the technical and higher management to provide useful feedback that may improve operational performance and efficiency
• Monitors channel activities and forms strategic plans to maintain good customer experience
• Executes communication programs at the channel level (USSD)
• Makes strategic information accessible to customers through the available channels
• Ensures accuracy of information and seamlessness of customer experience using USSD
• Collaborates with other stakeholders to ensure alignment of strategies
• Prepares and presents weekly updates and project list reports to management for alignment of tasks across the organization.
• Manage AT&T winback projects from initiation to closure.
• Accountable for project results along with project sponsor
• Work with project sponsors and stakeholders to complete winback projects outlining scope, deliverables resources and timing.
• Communicate efforts and development to team members and stakeholders to ensure timely delivery.
• Track and report project milestones to customer, project sponsor and stakeholders.
• Act as a mediator between stakeholders and team members
• Clearly communicate expectations to team members and stakeholders.
• Resolve any issue throughout and within the project lifecycle.
• Provides a project schedule to identify when each task will be performed
• Lead and motivate project team members
• Manage a team of 30 Customer service executives & 3 supervisors in Starlink's Customer Care Department
• Involved in the recruitment process and on boarding of new Call Centre and Sales Staff
• Handles Starlink Call Centre and Qtel's Business Solution Telesales Team
• Develop procedures & strategies to facilitate smooth delivery of customer care services to agreed standards
• Liaise with HR and implement training programs to ensure familiarity of the sales & customer care staff with the organization’s P&S (Satellite TV \[OSN\], Qatar Telecom Airtime \[Prepaid & Postpaid\], Blackberry & Apple Products)
• Set targets in consultation with the chief executive for outbound sales, training and call statistics
• Analyze statistics or other data to determine the level of customer service the organization is providing
• Monitor performance of staff to asses achievements
• Informs, motivates and coaches supervisors thru regular meetings and discussions
• Investigate and solve customer’s problems, which may be complex or long-standing problems that have been passed on by customer service assistants
• Issue refunds or compensation to customers
• Keep accurate records of discussions or correspondence with customers
• Advise and report to the Chief executive ensuring operational constraints are understood and plans are developed to address such
• Handles top of the line customers - VIP and corporate accounts via phone
• Respond and provide first line information to customer inquiries regarding billing, services, promotions and network problems.
• Troubleshoot problems with telecom services and mobile phones in a timely manner and provide high level of customer satisfaction.
• Review requests and contact customers if needed to clarify requests, ensuring all necessary information is included and route requests to the appropriate department.