Recruitment Coordinator
NAOS Marketing
Total years of experience :11 years, 9 Months
• Responding to all received CVs by email.
• Responding to all questions in social media.
• Conducting interviews as per plans: Groups and individuals for local projects, and first interview for offshore projects.
• Updating MY NAOS on spot with the interview results.
• Collecting feedback from the client regarding Ex. Client staff (Checking History).
• Daily and weekly interview’s reports in addition to target’s reports.
• Following up tests, job offer signature, and collection of National ID’s.
• Ensuring achieving target in time, qualitative and quantitative.
• Coordinating job fairs internally and externally.
• Conducting all exit interviews for NAOS agents, and whenever required by human resources management for in-sourced agents.
• Obtaining databases from educational entities after end of the year exams for graduates.
• Attending meetings whenever required at all levels.
• Preparing job description on the basis of information received from our clients.
• Head hunting and executive search for the high positions which are required from high or foreign organizations in Egypt or abroad to our clients.
• Receiving and reviewing applications, managing interviews and short-listing candidates for our clients.
• Screening resumes and find the best qualified candidate for the position.
• Conducting interviews for entry level candidates.
• Collecting feedback from our clients.
• Documentation and filing in the data base plus checking the daily mailbox.
• Improving the capable candidate pool.
Save and Retention Specialist - Consumer Postpaid
•Promoted customer satisfaction through clear, concise communication.
•Solve customer problems and assured high level of satisfaction.
•Involved with all aspects of customer service and order entry including solving problems, answering questions, and working with customers to ensure fantastic service.
•Save the customer from churning.
•Effectively transfer misdirected customer requests to an appropriate party.
•Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
•Participate in activities designed to improve customer satisfaction and business
•performance
•Build better image and high reputation for Mobinil's customers.
•Ability to read the unspoken needs of customers and fulfill them.
•Provide the customer with all the customer service aspects to ensure high level of satisfaction.
•Be involved in campaigns provided by the marketing team to check the level of satisfaction of our customers and to what extent they are loyal to our company.
•Solve the customers' complaint within the proper SLA (service level agreement) and with the quality required.
Mobile Number Portability Specialist - Consumer Postpaid
•Assuring the proper handling of customers who are threatening to terminate and saving them from churn while developing and updating the save team and termination processes with the concerned departments.
•Save the customers from churning.
•Build better image and high reputation for Mobinil customers.
•Satisfy customers by providing them with the most appropriate compensation.
•Coordinate with the Marketing department to maintain a high save rate.
•Ensures the development of individual skills of team members in the contact center.
•Creates, provides and attends trainings adapted to the needs of the staff according to criteria defined by management.
•Collects the expectations and needs of operational managers and staff.
•Manages all logistic training issues (training books, booking of training rooms, training material, etc.).
•Carries out training sessions and provides case studies.
•Reports on administrative follow-up of training sessions and submits it to management.
•Handle all incoming calls of the call center.
•Handle outbound calls for follow up, occasional campaigns and call backs blended with normal inbound calls.
•Provide best possible service to both external & internal customers to achieve highest level of customer satisfaction.
•Communicate with other Customer Service sub-divisions to answer all relevant customer inquiries (e.g. Credit, Customer Support & Activations, Outbound & Save Initiatives…etc.).
•Achieve the requested Staffed Time on a daily basis to minimize Lost Call Rate.
•Provide proper information to customers with complete & comprehensive understanding of Mobinil Products & Services and Policies & Procedures.
•Fully understand & adhere to company policies & procedures that generates personal / professional credibility & trust.
•Use available methods & tools to develop own skills & information (applications, intranet briefings, attending trainings….etc.).
•Resolve customer complaints in time & treats them as business opportunities to ensure continuous improvement & development.
•Escalate problems & provides relevant feedback to the right channels.