Senior Customer Service Officer
MARAFEQ Qatar
Total years of experience :13 years, 6 Months
Key Accomplishments:
-Ensure that customers understand the benefits and advantages of MARAFEQ products and services.
-Make product recommendations and work closely with customers to find the right solution for their needs.
-Provide leadership, support, and guidance to staff.
-Manage external service providers to ensure they operate under agreed terms and conditions as well as to guarantee high-level service delivery.
-Ensure compliance with regulatory guidelines and procedures to deliver high-quality service and outstanding customer service.
-Prepare and analyze internal and external quality reports for management review.
--Participate in customer and client listening programs to identify customer needs and expectations.
-Manage customer services database.
-Register customer complaints and coordinate with other departments to resolve customer issues.
-Prepare a Cooling Services Agreement (CSA) and follow up customer's signature.
-Prepare a Gas Services Agreement (GSA) and follow up customer's signature.
-Generate Initial, and final connection fees and security deposit and follow up with Customers on payments.
-Prepare Customer Service Monthly Report.
-Receive Technical Submittals and follow-up.
-Site visits to monitor the actual progress against the project completion and update Building Progress Report.
-Coordinate with MARAFEQ Finance Department with regard to the Customer's payment.
-Follow up with Customers on monthly bills and send out notices to overdue accounts.
-Collect payments and post them to accounts.
-Maintain customers' files.
-Design and implement customer service forms.
-Assist in preparing department budget. Event:
- Opening and registering new customer accounts.
- Completion and processing of contracts.
- Communicate positively with all involved parties to facilitate the customer’s reception of the expected service.
- Schedule and follow up service calls.
- Manage service, product, and billing related inquiries and complaints.
- Conduct customer satisfaction surveys and generate business follow-up.
- Maintain records of all customer interactions and transactions.
- Tracking calls and following up with customers as necessary for satisfaction
Interacting with the diverse customer in person and on the phone
- Provide detailed information about services and products to customers.
- Recommending service and product options to meet customer needs.
- Explanation and guidance on products
- Opening new customer accounts
- Completion and processing of contracts
- Schedule and follow up on installations and service calls.
- Manage service, product, and billing-related inquiries and complaints.
- Conduct customer satisfaction surveys and generate business follow up
- Maintain records of all customer interactions and transactions
- Prepare a weekly report for management.
- Consistently achieve sales targets
Organizing and servicing committee and academic council meetings (preparing agendas, taking minutes, etc.)
- Prepare reports.
- Purchase of equipment/other goods
- Prepare invoices.
- Preparing marketing brochures for English language courses
- Assist with course approval and assessment activities.
- Event scheduling and planning
- Manage and coordinate student enrollment, attendance, examination, and assessment activities.
- Communicate verbally and in writing to respond to inquiries and provide information.
POSITION: Marketing & Sales Executive Key Accomplishments:
-Provide customer service and managed the sales processes involving: quoting mailbox and call management, and report generation.
-Support the development of the marketing plan.
-Created new sales channels.
-Follow up on and helped create new sales leads.
-Prepare sales reports.
- Organizing and delivering classroom lectures to students.
- Evaluating a student's class work and assignments.
- Preparing classroom and coursework materials, homework assignments, and handouts
- Recording and maintaining accurate student attendance records and grades.
- Maintaining discipline in the classroom.