Customer Service Manager
Gloria
Total years of experience :14 years, 8 Months
•Managing and directing the daily activities of call center agents and Supervisors.
•Supervising, planning, and managing functions concerned to Call Center and Customer Service environment.
•Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or Supervisors.
•Acting as an information source and answering supervisor’s and agent’s questions, assigning tasks, following up and giving instructions as needed.
•Attending, following up and resolving customer complaints and questions.
•Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
•Carrying out performance measurement, monitoring, and evaluation of all agents and supervisors to improve the efficiency.
•Compiling and maintaining lists of on-call and key schedules and personnel, and ensuring that the agents and supervisors can use all lists as required.
•Updating databases, organizing activities related to maintenance and repair of equipment's, ordering supplies and materials.
•Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary.
•Practicing and ensuring compliance with that of all the organization’s policies and procedures.
•Recruiting, hiring, and training new customer service agents.
•Researching strategies to further improve the customer experience.
•Developing standards and procedures.
•Documenting customer service discussions and actions.
•Setting and maintaining all customer service procedures and policies addressing returns, refunds, credits, and shipping tracking numbers.
•Recording, organizing, and filing customer interactions and profile/account changes.
•Providing resources for quality customer service.
•Implementing customer service strategies to improve quality of service.
•Addressing and resolving team and customer conflicts.
•Anticipating and resolving customer service issues.
•Maintaining a professional work-space and workflow.
•Evaluating agent and Supervisors performance.
• Elaboration and implementation of strategies for the development of the Service Center.
• Ensuring efficient and effective human resources services.
• Supervises and assigns the work of “Maintenance - Customer Care - Warehouse & Quality Control” employees.
• Determines material, equipment, and supplies to be used.
• Manage all teams at the branch.
• Make plans to all departments to improve those performance.
• Follow-up staff to achieve the best service in the fastest time.
Handling customer any time.
Solve any problem for customer.
Delivery and receipt of mobile phone customers.
Provide customers with product and service information.
Complete call logs - Complete call reports.
Respond to customer inquiries.
Responsible of Ntra’s Problems.
• Making Schedule for 55 agents all Weeks.
• Managing Agent’s Makro Egypt Outbound Project to Achieve Target.
• Making Reports for Clients (inbound - Outbound) every days and every weeks.
• Making Payroll Sheets Every Month.
• Training New Comers for my Projects.
• Making the Adherence Sheets.
• Making Work Done Sheets.
• Taking Attendance Every Day.
• Making Cisco Reports Every Day.
Graduation project: Aviation Stars Airlines Grade (Excellent)