Customer Service Team Leader
BD Holding
مجموع سنوات الخبرة :15 years, 7 أشهر
Collaborate with departments, and work closely with Sales and Delivery on problem solving, Issue resolution & managing the process for more than 100 employees.
Handles customers’ issues and complaints and send tickets to assigned departments - Enhancing customer satisfaction matrices through on-time delivery & monitoring customer complaints & issues.
Competent in assessing and implementing effective solutions to the customer needs, with an aim to improve customer contentment and consequently customer loyalty, repeat and referral business.
Adept at providing service operations; understanding clients’ requirements and providing services accordingly. Leading teams to ensure the accomplishment of service deliverables for more than 300 visitors to our showrooms per day.
Consistently achieved service targets & sustained a high Customer Satisfaction Index across the illustrious career.
Managing all assigned operational territory and ensure that the Service Organization consistently delivers value to our customer in time of service delivery, product reliability and customer satisfaction.
Played a key role in decreasing the services performance with very aggressive KPIs and
achieved 90% average customer performance in 2022 compared to 2021 by
coaching and regular meetings with discussing service strategy and reviewing the
department achievements.
Develop sales strategies, set quarter and annual sales targets, and ensure $1M+ sales targets are met.
Establishes productive, professional relationships with key personnel in assigned 300+ customer accounts.
Establish, maintain, and expand customer base across GCC & MENA.
Developing business from existing clients while setting penetrating strategies for new segments and markets.
Use contacts to generate new business. Increase business opportunities through various routes to market.
Attended meetings with clients.
Schedule, facilitate, and service outside organizations' events (100+); maintain & update weekly and monthly facility activities calendar. Ensured adequate staffing for events and schedules set-up, technical, stage and other crews accordingly; supervises crews during events.
Attended events to facilitate operations and responds to emergencies, problems, etc., ensures all aspects of events are implemented and controlled according to plans mainly in the GCC region.
Managed the customer service team responsible to resolve customer complaints and act upon customer feedback.
Personally resolve all presidential complaints and the queries of VIP customers.
Planned, organized and implemented all customers’ events and communications.
Ensured hostile environment is always dominant across all the mall.
Coordinated all Tax related queries and resolve any associated issue.
Prepared and reported all managerial updates and MIS related to customer service.