Customer Service Supervisor
M. H. Alshaya Company
Total years of experience :10 years, 7 Months
• Monitor and evaluate call/email and after-work times, call recordings/QA, productivity and attendance.
• Manage and supervise a team of 20+ agents that were responsible for handling High Priority, Social Media and Ministry Complaints and report the work progress on Weekly, Monthly and Yearly basis to the Line Manger.
• Assign daily tasks and the work plan for the team and Outlined team's goals for the next day.
• Handling customers complaints reported through many channels and ensure to solve customers complaint with the assigned SLA.
• Built strong inter-departmental relationships with various departments to streamline work processes Working closely with Logistics
and E-commerce and provide all reports regarding Customers Complaint related to Online Shopping.
• Reporting the work progress reports to the management.
• Responsible for Team weekly, Monthly, Annual performance and ensure that the team adhering to the KPI’s.
• Provided weekly key performance indicator stats to individual team members.
• Assisting for creating SOPs, define and revise work processes.
• Coaching and training for the team members.
• Assisting with the development and implementation of service policies and explaining these to staff and customers.
• Prepare documentation and reports on routine customer correspondence for future reference purpose.
• Experienced with many payment gateways over MENA, related to all payment’s checkouts and Refunds.
• Facilitated team meetings to review new projects that were assigned to the team to go over expectations and to address any questions that the team had.
• Handle Customers Inbound and Outbound interactions via Calls, Emails and Chats. • Handle all customers inquiries over MENA.
• Ensure customer satisfaction and provide professional customer support.
• Handle and Follow up on Customers Complaints and ensure customers Satisfaction. • Process refunds through payment gateways to customers over MENA.
• Handle all social Media and Ministry of commerce Complaints
• Assist to create the training materials for the new Joiners staff, Conducted recursive training to new hire and experienced agents. • Inbound Team leader support to enhance Answer Level and ensure end the shift with high SLA.
• Ensure that the call center agents following the standards and procedures to provide better service and high quality of the services.
• Monitor and audit the recorded call and make monthly report of the call center agent’s performance under KPI criteria.
• Identify the required Trainings and Coaching for call center agents to ensure delivering high level of service to gain customers
satisfaction and make customers journey easier through the Phone.
• Prepare All departmental KPI’s reports (Abandoned calls, No show appointments) on monthly basis for the HOD.
• Monthly statistical reports of the department work.
• Annual Achievements Reports and Prepare the next year work plan.
• Acting call center team leader for the last 11 months.
• Assisted members and employees with telephone calls, answer questions about services and resolve problems.
secretary of the manager
reception
Studied ancient Egyptian history and languages