Customer service / call center
Ikea
Total years of experience :11 years, 4 Months
Managing 3 departments (Home Delivery/Refund Exchange/Check out)
Supervise the performance and quality of work of Customer Service co-workers
Ensure that all pre-set Service Levels are adhered to such as waiting times at Merchandise Pick-up, calls handling in our Call Centre and comprehensive Product Knowledge across all Customer Service areas and co-workers.
Support the Customer Service Manager to constantly improve and enhance Customer Experience by regularly engaging with customers in surveys and managing the Customer feedback Mechanism, ensuring that customer feedback is received through various channels through emails from website, calls to Call Centre and in-store at different touch-points in the Store.
Motivating the Customer Service staff towards achievement of work objectives.
Support the team to achieve their objectives by ensuring full understanding of Business Plan and departmental objectives.
Act as a Trainer for the Department and ensure all the co-workers are trained in Product Knowledge, Customer Service, CRM, Call Centre duties.
Super-user for the Staff Management System and generate work schedules using the system.
Monitor attendance of the customer service co-workers and monitor sickness and other absences levels.
Support online order cancellations/payments/refunds/exchanges
Handling all DED cases and social media enquiries with immediate actions.
Handle escalations coming from the call centre and resolution team.
Support and assist all co-workers with enquiries and information
Assist customers with stock and information enquiries
Run daily reports on sales targets/service achievement/case incidents and complaints
Call centre technical support trainer
training for technical support, the soft skills and customer service as well
Answer the calling for the All G.C.C for any the technical issue
specialist technician in ( HA, Phones, AV )
Action all outbound calls are made within Service Level Agreement.
Registering new claims and creating accurately and correctly.
Working in the international system for ( G.C.I.C ) related to Samsung
Making requested to the customer and give them all troubleshooting for the any issue if it can solve form phone
research for all the problem in the all product for Samsung to get the solution for repair
Make training for system for the staff
Help my team under any cases to make the customer satisfied
Handling service escalation for the technician visits.
Contact with all service center in all GCC
Negotiating on price, costs, delivery and specifications with customers
Challenging any objections with a view to getting the customer to buy
Product knowledge, Electronics, Home appliances, Phones and I.T
Advising on forthcoming product developments and discussing special promotions.
Checking the quantities of goods on display and in stock.
Recording sales and order information and entering figures into a computer system;
Review my sales performance, and aim to meet or exceed targets
Gaining a clear understanding of customers' requirements
Making accurate, rapid cost calculations and providing customers with quotations;
Attending team meeting and sharing best practice with colleagues.
Also using ERP and POS system.
I have been working as team leader in GITEX at world trade centre
Keeping customers satisfied and informed about our products & services
Gathers information, researches/resolves inquiries and logs customer calls.
Communicates appropriate options for resolution in a timely manner.
Informs customers about services available and asses customer needs
All other duties as assigned.