service manager
du
Total years of experience :8 years, 7 Months
Responsible for 50 Business Accounts with multiple segments generating 1.7 Million revenue /
year with the overall ownership of giving customer services and provide support to the du
internal department by ensuring all service objectives / SOPs are met.
To plan and organize regular customers call and emails, as well as making sure that issues are
solved on time.
Create and develop appropriate plan for promoting team morale and productivity through team
assignments and process improvement initiatives.
Continually provide technical procedural and policy guidance to the customers.
Ensure a high level of technical knowledge within Customer Support team members as
evidenced through turnaround time of issues and ability of Customer Support to resolve issues
independently.
Providing support to customers, offering clear advice and solutions wherever possible.
Understanding customers’ specific business needs and applying product knowledge to meet
those needs.
Working closely with the marketing department.
Assisting the technical team in their design and development tasks.
Able to manage and control projects in multiple project environments.
Working with other Service Managers in managing corporate telecom services with assistance of
Global partners and Flags.
Interface with Partners and Vendors as required to identify service faults and deliver solutions
that sit within in the Business ICT strategy.
Created/Designed work instructions for mobile front office & back office
Analyzing & monitoring & implementing of the sales team attitude.
Showrooms Monitoring and Sales Analysis.
Handling the store requirements and opening / closing the sales and store.
Conducting weekly group discussions on store issues, customer problems and competition.
Providing feedback to Store Manager regarding customers, staff, sales and targets.
New customers Approach, Maintaining and generating new clients.
Sales of mobile products and related services
Training new joiner in regards with product policy and sales techniques
Inventory Control plus Stock forecast management.
Retail promotions Organization
Make sure to increase Store profit and margin
Driving the sales team to reach the target with a high level of customer service
Maintaining and updating store standards and staff performance.
Handling Modern Trade and provide them proper supply as per their purchase orders.
•Daily Stock Replenishment.
•Manage company stock movement Stock Transfer Warehouse to Store & Inter-Branch Transfer.
•Focus on Stock Availability, Visibility and Promotions, Ensuring Stores have healthy Stocks and key Sku should be available all the time.
•Communicate issues to Manager and or Merchandise Team Lead.
•Process damages, transfers and return to vendor merchandise.
•Running Stock Report, Sales Analysis, Generation of Reports.
•Focus on Availability, Visibility and Display of our Products.
•Analysis the monthly sales and Products. Run Promotions on Slow moving Sku’s and focus the availability of Fast Moving products in Stores
•Keeping up to date with market trend and competitor activity.
•Being a point of contact to priority customers and resolving any issues that they have.
•Monitoring the effectiveness of any marketing campaigns.
•Planning, implementing & follow up with Key account for weekly flyer promotion & in stores promotion
•On field training & motivating sales team
•Process merchandise to floor-ready standards and assist the Merchandise Team Lead with the placement of merchandise on the sales floor.
•Team Management, allotting them targets, and identifying their KPIs in order to evaluate their individual performances.
Provide customer service in order to increase client satisfaction, program growth
•Enhance the retention via good and quality solution of customer’s problems by co-Ordination with other concern department
•Ensuring high Customer satisfaction scores at Lobby. Responsible for Implementation of action plan derived out of Customer Satisfaction Survey
•Selling Enterprise Services like Data Cards, Blackberry, and 3G etc.
•Drawing channel wise map for achieving Sales target.
•Ensure C-Sat and Quality scores above Bench Mark for stores performance Driving Cross sale, VAS Promo & increase revenue by driving various circle initiatives.
•Achieving the overall Post-paid annual sales target through retail and corporate channels
WITH