Costumer service team leader
Wadi.com
Total years of experience :11 years, 7 Months
•Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
•Assist the team in handling calls on daily basis.
•Raising complains through (zendesk).
•Following up and handling all the customers issues with our website
•Forward and follow up the complaints with the concerned head of department.
•Updating the customers with the actions that has been taken from our side.
•Working on building a long term relation with the customers and the company.
• Updating the customers with our website offers
• Actively elicit customer feedback regarding website services and ensure action is initiated on the same to maximize customer satisfaction
Major Achievements:
Had been mentioned twice by the costumers on social media " Twitter, Instagram " by honesty and good solving problems skills.
- Manage large amounts of inbound and outbound calls in a timely manner.
- Attracts potential customers by answering product specifications and service questions, Suggesting Information about other products and services.
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and Interactive communication
- Provide accurate, valid and complete feedback and solution through the CRM system.
- Handle customer complaints; provide appropriate solutions and alternatives, follow up To ensure resolution.
- Answer inbound telephone requests (or email as directed) for assisting with matters pPertaining to service, product knowledge and other related inquiries from customers
- Established and maintained relationships with individual and business customers and provided Assistance with problems they encountered.
- Responsible for activities regarding sales, customer acquisition, customer relationship management, & maximizing revenue.
- Giving suggestions for product improvement
- Monitor accounts and sought opportunities to further develop client relationship.
-Collecting necessary documents and provide through explanation of the terms, conditions and service agreements to the customers.
Major Achievements:
Best achiever of saving cancellation calls in the customer service division.
Best AHT record on the customer service division.
• Developing strategic online and offline marketing plans for companies, agencies, Corporates and startup business.
• Coordinating with the company departments to execute the market plan.
• Forecasting the impact of various Marketing strategies and how to implement these Strategies in different Marketing channels to achieve the organization goals.
• Monitoring competitors’ activities and study the market needs.
• Updating competitor’s database by inputting data from sales to summarize information, Graphs, presentations and reports.
• Support sales presentations by assembling quotations, proposals, slideshows, Demonstrations and product capability booklets through compiling accounts and Competitor’s analysis.
• Share marketing campaign statics and progress with our corporate client.
Major Achievements:
• The Live Alexandria Project under the Authority of the previous Alexandria Governor Dr. Hany Elmessiry where I was managing online and offline campaigns.
• Selling all SAMSUNG products (Home appliances, TV & AV, Smart phones And Tablets).
• Train & Motivate the sales team, ensures that they understand the products Features, follow the sales process and achieve the monthly target.
• Follow up with the customers and confirm their satisfaction.
• Allocating tasks to the sales team members.
• Reporting to management the costumers feedback, needs & queries.
• Organizing holidays and training for the sales team members.
• Carry out other sales and operational activities as requested by the Management.
• Train the costumers and ensure the understandings of the products.
• Organize incoming queries and take necessary actions.
• Monitoring after sale service.
• Carrying out performance reviews.
• Handling VIPs costumers.
• Intervening in the recruiting process.
Major Achievements:
• Promoted after 6 months of being hired.
• Alexandria best achieving branch.
• understanding customer needs and requirements
• Ensure the stock availability before pitching.
• Close sales and achieve quarterly quotas
• Helping customers to meet their needs.
• Answering queries from customers.
• Reporting discrepancies and problems to the supervisor.
• Cold calls.
• Influence new customers to subscribe at the club By following a prepared script.
• Setting physical meetings with the new customers.
• Documenting sales activities
.