Contact Center Team Leader
Ezdan Real Estate
Total years of experience :14 years, 5 Months
Submit the daily, weekly, monthly and annual reports related to inquiries, sales, service requests and others. (Facilities, Maintenance, Leasing, and Sales Dept.)
Provide training and continuous support to the new agents and orient them regarding the procedures, policies, and customer service protocols.
Manage Ezdan Knowledge Base (intranet), Call Center IVR, and the KPI for the Team.
Handle the work of quality assurance officer to ensure smooth operations.
Coach, counsel and assist the team to overcome difficulties in handling issues and provide constructive criticism to improve their skills.
Take part with the management in overseeing the daily operations to ensure that calls are handled by the team efficiently and on time.
Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
Monitor CRM software and advice on resolution for pending cases.
Social Media Section (Ezdan Facebook Page, WhatsApp, Live Chat):
Provide scripts to the team for the common replies to inquiries and services to manage the time in handling bulk numbers of messages received.
Handle the daily log sheets related to all the requests and complaints through social media channels.
Follow through and coordinate critical cases to the concerned service team and department management.
Submit the weekly, monthly, and annual reports for all social media platforms.
Ensure customers satisfaction by providing them support for the required services.
Conduct surveys to obtain clients satisfaction and suggestion to improve the services.
Provide necessary information and discuss with clients the procedures in handling their requests in line with the company policy and department policy. Maintain communication equipment by reporting problems & Preparing All materials.
Act as a catalyst to resolve critical issues and urgent cases between and among the customer, management and subcontractor.
Submit daily call reports to the management with analysis and comparison.
Handle customers’ inquiries accordingly.
Provide excellent customer service to ensure customers’ satisfaction.
Facilitate effective communication with the customers to serve them properly and above the standard.
Handle all special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
Deal effectively with work stress, irate callers, and upset customers.
Apply the proper telephone etiquette to satisfy various customer situations.
Provide warm greetings to walk-in customers and prospects.
Provide information to their inquiries and let them meet with the Leasing Consultant to sign up an agreement.
Handle database of the existing and new resident.
Manage the files of the approved leases (new leases and transfers).
Prepare draft leasing contract and submit to the consultant for final review.
Assist with leasing calls/e-mails and scheduled appointments.
Performs other related duties and assignments as required.
Utilize effectively the software packages, such as Microsoft word, Outlook, PowerPoint, and Excel, to manage the correspondences and documents and maintain presentations, records, spreadsheets and database.
Handle all internal and external communications and coordination.
Manage all incoming and outgoing courier/posts.
Handle all filing, archiving and document controlling.
Manage diaries, meetings/appointment arrangements and organize travel booking for the staff.
Licentiate of Arts – Archaeology department (Egyptology) – Al Minya University – graduate 2009.