Community section manager
Mountain view
Total years of experience :15 years, 6 Months
• Leading the team of account managers/ CS executives
• Creating, implementing and following up on the execution of SOP's
• Contacting service providers, negotiating financial and operational matters and closing deals.
• Retention of existing clients and carrying out regular visits to VIP clients.
• Negotiating prices/services with existing and potential clients.
• Acting as a point of contact for escalated complaints.
• Requesting the necessary updates on the system from the developing team.
• Creating a daily dashboard of the company's performance.
• Constructing various training material and conducting training for the team.
• Participating in screening, filtering and interviewing new joiners.
• Daily follow up on Customer complaints and inquiries received through CRM, Social media and email.
• Assigning CS team tasks and daily follow up on team performance
• Plan and Follow up on CS proactive tasks ( calls in advance in case of delivery delays, out of stock items)
• Creating daily CS reports, with classification of complaints according to their root causes
• Creating and daily update of consolidated report for all business units with pending complaints, action needed and the following action taker
• Conducting training on used systems to newly joining CS team members
• Daily briefing of operation managers on complaints and inquiries related to their business units, and highlighting strengths and weaknesses
• Co operating with operation managers to eliminate existing complaints root causes and plan ahead to deal with any expected complaints
• Responding personally to escalated complaints, and taking decisive actions towards repeated ones
• Constant monitoring of NPS score of all E-commerce business units, and briefing operation managers with the trending feedback and overall results.
• Constant review and update of Customer service policy and procedures for better Customer satisfaction
• Regularly review, analyze and update Customer Service policy and procedures.
• Participate in innovation projects of Customer Service practices.
• Train concerned leads on Customer Experience (NPS) tools, process and software utilization.
• Follow up on the execution and results of Customer Experience practices (NPS and Loyalty program).
• Plan, communicate and follow up on Customer Service related campaigns in all stores in the country.
• Follow up on Customer Service performance on country level through CRM.
• Conduct regular visits to stores to evaluate Customer Service performance.
• Create, follow up on Customer surveys on country level and present reports to country top management..
• React to escalated Customer Complaints.
• Participate in screening new hires and recommending internal transfers and promotions in CS on country level.
• Conduct training for Customer Service staff in newly opened stores.
• Conduct semi-annual Customer Service audit.
• Contact service providers and co-ordinate with finance and legal departments to finalize business contracts.
• Follow Company's Customer Service Policy and Procedures
• Manage store's Customer Service team.
• Ensure achieving Customer Satisfaction at all times.
• Receiving and solving Customer Complaints.
• Building rapport with Customers.
• Planning and attending Customers round table meetings.
• Conduct regular Customer Service training for all store staff.
• Manage all last mile practices from store.
To train learners of English Language on speaking the language comfortably by boosting their ability to use grammar, enriching their Vocabulary and eliminating their fear of speaking a foreign language.
providing excellent service to the company clients