Customer Service Manager Cum Office Manager
LDDC
مجموع سنوات الخبرة :21 years, 3 أشهر
Handle administrative tasks such as form processing, evaluation and processing of transactions that are event driven and problem solving for a third party.
Interact with customers; give them the required information in response to queries about accounts, products and services.
Participate in Sales, Marketing activities designed to improve customer satisfaction.
Handle and solve the complaints of customers, special orders placed by means of phone or mail.
Receive and process orders, provide information regarding changes, charges in shipping and service.
Investigate and correct errors in the records of the customer and company, if any.
Interview customers to obtain information and explain to them the services available.
Refer the complaints regarding the product or service failure to appropriate individual for investigation.
Follow up with the customers or clients of some organization to ensure that their problems are satisfactorily resolved.
Take service query calls from clients or customers and dispatch the apt customer service associate to tackle the questions.
issuing refunds or compensation to customers; analysing statistics or other data to determine the level of customer service organisation is providing;
Coach and educate members on the value-add products, such as website functions, Interactive Voice Response (IVR) and overall benefits of the member’s program.
Ensure teamwork and open communication lines with the client, members, colleagues and Service Centre management to achieve Program objectives as per Carlson and client standards.
Assist with training new CSRs, mentoring trainees during the training program.
Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
To represent and deliver an excellent, quality service to all members of Carlson client programs, by efficiently processing all member communication and correspondence in a professional member focused manner.
Ensure that member enquiries via inbound member calls and email are responded to and executed promptly.
Responsible for implementing redemption bookings, upgrade or date change via the CRS system keeping member details updated in the member database
Document and track issues that require additional technical resource support and follow through on any unresolved enquiries within promised time frames.
Determines work procedures, prepares work schedules, and expedites workflow.
Maintains harmony among workers and resolves grievances.
Prepares composite reports from individual reports by subordinates.
Action all incoming faxes, emails and correspondence pertaining to member enquiries (using the appropriate templates and ensure quality control of all out going documentation to clients).
Ensure all documentation required by other departments to service member’s request is completed promptly and in accordance to the operations procedures.
Resolve difficult customer issues that arise .
Coach and educate members on the value-add products, such as website functions, Interactive Voice Response (IVR) and overall benefits of the member’s program.
Ensure teamwork and open communication lines with the client, members, colleagues and Service Centre management to achieve Program objectives as per Carlson and client standards.
Contribute to process improvement efforts, also incorporating customer suggestions.
Assist with training new CSRs, mentoring trainees during the training program.
Handles incoming and out going calls in a prompt, efficient and courteous manner and maintain a high standard of quality customer service at all times.
Knowledge of international and/or conference call telephone dialing procedures and protocols.
Researches and provide specific directory information to both internal and external inquirers.
Handling all guest calls relating to Housekeeping, Laundry, Front Desk, general inquires/information, Engineering and Security dispatching (not transferring) them as appropriate.
Receives Security or Emergency related calls follows the security or emergency procedures. Be familiar with the fire panel and procedures.
Ensuring that all guest requirements are meet, demonstrates a high and consistent level organization and management.
Ensure all guest complains are dealt with in s professional manner, followed up. According to the department standards, registered with management and writing down in guest’s profile note.
Receives lost and found request forward information to housekeeping on duty.
Receiving general guest inquires .handles simple non-urgent request off-line (e.g. flight confirmation, bookings).
Receiving guest reservation or confirmation for hotel outlets (restaurant, health club and night club), Transportation arrangement.
Update guest profile note and follow up guest arrival and departure including courtesy call and departure procedure.
Providing help and advice to customers using your organization’s products or services.
Communicating courteously with customers by telephone, email, letter and face to face.
investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill.
issuing refunds or compensation to customers;
Keeping accurate records of discussions or correspondence with customers.
Analyzing statistics or other data to determine the level of customer service your organization is providing.
Producing written information for customers, often involving use of computer packages/software.
Writing reports analyzing the customer service that your organization provides.
Visiting customers to provide a one-to-one service.
Leading or supervising a team of customer service staff.
Developing customer service procedures, policies and standards for your organization or department.
Training staff to deliver a high standard of customer service.
Learning about your organization’s products or services and keeping up to date with changes.
Developing feedback or complaints procedures for customers to us.
Present and sell company products and services to current and potential clients.
Prepare action plans and schedules to identify specific targets and to project the number of contacts to be made.
Follow up on new leads and referrals resulting from field activity.
Identify sales prospects and contact these and other accounts as assigned.
Prepare presentations, proposals and sales contracts.
Develop and maintain sales materials and current product knowledge.
Establish and maintain current client and potential client relationships.
Prepare paperwork to activate and maintain contract services.
Manage account services through quality checks and other follow-up.
Identify and resolve client concerns.
Prepare a variety of status reports, including activity, closings, follow-up, and adherence to goals.
Communicate new product and service opportunities, special developments, information, or feedback gathered through field activity to appropriate company staff.
Coordinate company staff to accomplish the work required to close sales.
Develop and implement special sales activities to reduce stock.