Operation Service
TOYOTA T-CONNECT
Total years of experience :10 years, 11 Months
Manage a team of customer service advisors (Inbound + outbound)
•Monitor the customer service advisor’s productivity and performance
•Ongoing coaching & development of Customer Service advisors
•Data analysis using all tools (website, CMS, CRM and reports)
•Provide daily, weekly and monthly reports along with KPI level to management.
•Set the targets of call center and quality assurance.
•Direct contact for sensitive or difficult complaints
•Identify proactively opportunities to improve agent performance and create actionable plans that drive results.
•Ensure the training they providing are being put into use.
•Familiarize the team with the customer needs and customer specifications.
•Design standards, techniques and tools to support task performance.
•Test ALPHA and BETA versions of the application before the official release.
•Training new/senior’s employees about product knowledge, updates and services.
•Keep the project manager and product committee informed of task accomplishment, issues and status.
•Tracking customer’s feedback in all social media and app store / play store.
•Analyzing the Happy Calls data to identify the point of fails in order to improve.
•TECH Quality issue escalation to HQ in order to improve the Customer success.
•Ensuring team is motivated at all times by holding one to one meetings.
•Directly coordinating with Japanese web developers, server teams, dealers and customers.
•Handling major of software APP within the UAE and Gulf Region.
•Analyze, monitor customer’s feedback, escalations, complains for root causes and trends, providing insightful feedback to the management for overall C.SAT.
•Responsible for the Product Liability cases in coordination with the HOD, Technical Team and/or concerned stakeholder
•Replay emails, live chat and social media complaints
• Organizing workflow and keep updating head office.
• Share the target with all the staff.
• Monitor inventory & email dealer for stock needed.
• Provide a full Technical advises /solution to my team and customers.
• Help customers finding solutions of complains and manage after sales.
• Insure using & following company policies and terms.
• Provide sales reports on daily basis to management.
• Maintain achieving target.
• Completely handling The IT Section.
• Keep proper items display by monitoring stock and display newly launched items.
• Refill items inventory form and send it by Email.
VOC NOVEMBER MAY
•Manage multiple, long term customer cases from start to finish, including working with the external stakeholders.
•Handling the agents complaint department, and as well the all CC floor.
•Manage the performance of agents by setting their objectives, reviewing and rewarding-performance against objectives.
•Take full responsibility of the customer as per Samsung Rules / Policy / gulf law/ (T&C).
•Full responsibility to maintain our KPI and to get back with right solutions for C.SAT
•Provide daily, weekly and monthly reports along with KPI level to management.
•Provide the feedback to the agents and share the company policy update to my team
•Provide training for new staff / senior staff to be up to date always
•Ensuring company systems are maintained and updated as appropriate.
•Keen supervision while handling Government & Public Sectors which had been received either thru consumer rights/ lawsuit cases in coordination with concerned stakeholders
•Resolve customer concerns by using RCA and/or effective investigation in order to provide proactive solution.
•Resolve customer concerns on behalf of our Clients using sound judgment, effective investigation and provide proactive solutions.
Analyze, monitor customer’s feedback, escalations, complains for root causes and trends, providing insightful feedback to the management for overall C.SAT.
•Responsible for the Product Liability cases in coordination with the HOD, Technical Team and/or concerned stakeholder.
•Ensure all types of service support/ KPI monitoring.
•Using innovative and proactive approaches to customer concern resolution.
•Identify opportunities to provide appropriate goodwill on specific cases to aid effective resolution.
•Comply with information security and data privacy policy.
•Use System support (COSMOS/GSPN/SAP /GCIC).
Follow the team target and achieve it
•My goal was to monitor & motivate team to achieve target.
•Check on Daily basis the refund & sales.
•Share the target with all the staff.
•Insure using & following company policies and terms.
•Provide sales reports on daily basis to management.
•Refill the Stock inventory form for head office.
•Provide a full Technical advises /solution to my Team.
•Insure satisfactory of customers and manage solvingcomplains.
•Completely handling IT Section.
•Keep proper items display by monitoring stock and display newly launched items
Organizing workflow and keep updating head office.
•Share the target with all the staff.
•Monitor inventory & email dealer for stock needed.
•Provide a full Technical advises /solution to my team and customers.
•Help customers finding solutions of complains and manage after sales.
•Insure using & following company policies and terms.
•Provide sales reports on daily basis to management.
•Maintain achieving target.
•Completely handling The IT Section.
•Keep proper items display by monitoring stock and display newly launched items.
•Refill items inventory form and send it by Email.
Education & Qualifications Social service work
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