Team leader at mobinil customer center
mobinil
مجموع سنوات الخبرة :13 years, 10 أشهر
• Responsible for shift supervision as a shift leader
• Responsible for all new hired reps with action plan to train them (info, process and shop tasks) and report to shop manager with progress updates.
• Responsible for my team coaching and following up the weakness points progress
• Responsible for escalated cases to shop as a escalated team member
• Responsible for contacting with maintenance department within shift in case any sudden issues
• Responsible for backup at all teams
• Responsible for applying new archiving process for mobicash service contracts and follow up with reps as a filling team coach
• Administer system functions on all opening, closing, balancing procedures according to financial guidelines and auditing financial documents as a member in financial team
• Handling briefing task with all new information and promotions for shop teams as a briefing team leader.
• Handling display & merchandising tasks according to merchandising book with latest updates as a merchandising team member
• Sell and provision wireless services, products, offers, features, equipment and accessories
• Responsible for customer service, activations, revenue, business and technical/roaming support inquiries, and other duties as required
• Answers customer requests or inquiries promptly concerning services, products, billing, equipment, claims, and reports problem areas
• Responsible for improving customer retention through programs and service provided to the customer
• Utilizes mechanized systems to initiate and complete service orders and handle customer requests
• Handle and resolve customer complaints
• Working on mobinil applications such as Siebel, Win-cash, PGW, IN and CX.