Client Relations Executive
West jenin
Total years of experience :9 years, 1 Months
Responsibilities include but not limited to:
• Keeping constant contact with clients in open projects.
• Overseeing customer satisfaction and feedback.
• Managing follow up and fast updates with the customer.
• Arranging and attending customer meetings.
• Ensure smooth flow of operations between the field teams and the clients.
• Analysing root cause of customer’s complains and taking necessary actions.
• Ensure all customer’s projects are met within the deadline.
• Reporting to management on weekly basis the progress of the open projects
• Keeping with the deadlines and the fields team when needed.
• Organizing the access required to the sites.
• Supervise & perform the site engineering process in accordance with respect to Customer’s directives.
• Supervise the Implementation & perform the Integration activities on site.
• Control ASP performance and take the necessary escalation whenever is required.
• Supervise and participate in installation.
• Preparation of documentation for commissioning and acceptance test.
• Assuring the correct methods, instructions, checklists and reports which are provided by ASP’s.
• Assure implementation according to installation instructions, manuals and site design document.
• Perform site acceptance & handover to customer.
• Coordinate with Advanced Engineer, Network Design, Site Acquisition and support Engineer wherever is required.
• Perform site quality inspection.
• Provide technical support to ASP teams and customer whenever is required.
• Resolve any conflicts between building management / project consultant and ASP.
• Following up materials delivery and site inventory.
• Conducting meeting with ASP’s teams and building management / project consultants whenever is required.
• Escalating to implementation manager any issue or deviation from plan.
• Coordinating with their customers / ASP interface.
I was responsible for :
Car rental
Meet and assist for tourist customers
Following with cars insurance if needed
I was the manager of their call center, my main responsibilities included but were not limited to:
• The development and restructuring of the call center, including interviews and recruitment.
• Quality control of customer service team performance.
• Training the old and new staff.
• Preparing reports and reporting to higher management.
• Changing and improving the scenario used during calls, taking into consideration the new challenges.
• Supervising the tele-sales progress, and after sales services and complaints.
• Taking appointments for the technical support team.
• Aligning with the implementation and technical team’s managers for smoother operations.
• Processing final decision making for claims
• Maintaining close eye on customer’s feedback, and taking the lead when needed.
Tele support international / Audi Bank, Lebanon.
• Online support agent for the credit and debit cards department of Audi Bank.
• Assistance in activation and deactivation of credit and debit cards.
• Customer service support for Audi bank customers.
• Technical support of online banking for Audi online.
• Organization of the events.
• Drawing of the tracks and maintaining it during events.
• Making sure all safety measures are taken into consideration at all times.
• Interfere when needed during a safety incident to assure all hazards are cleared.
• Safety training for all participants during events and open days.
• Support the races and events whenever needed.
• Call center agent one for the VIPs customers.
• Giving the needed full support and handling the customer’s daily struggles.
• Training both new and old employees through extensive roleplay.
• Working closely with the sales and delivery department to insure top service.
• Maintaining and updating all related data of the prepaid cards.
First position: regular agent
• Receiving calls from the customers and supporting them with their technical problems at the call center department.
• Scheduling appointments for technical visits.
Second position: Agent one
• Calling customers for quality check and feedback related to the service and performance of the call center agents.
• Reporting to the team leader the findings on a weekly basis.
• Taking the right action in case of a negative feedback or any complaint.
• Worked in the maintenance department of computers as a low-level technician.
• Sales and after sale services
• Follow up on delivery, services and performance of the purchased item.
I worked as a customer service provider and technical support agent for:
• Jeelnet (Internet company).
• One card (online stores).
• Mubasher (for trading and stocks).