Senior Account Manager
IVY hygiene solution
Total des années d'expérience :7 years, 4 Mois
.......- Managing a portfolio of accounts
- Dealing with all aspects of a campaign
- Using an existing network of industry contacts to generate new business
- Leading and training other members of the account team
- Managing the work of account executives
- Leading project management activity
- Ensuring necessary actions are undertaken by the account team
- Building a 'territory'
- Achieving the targets
- Determines Customer quality standards by monitoring customers’ calls and conducting mystery shopping calls to customer service representatives to make sure that their knowledge is always up to date.
- Verifies results by measuring skills in use of scripts, product knowledge, sales, service ability and call handling skills and etiquette.
- Provides coaching and training sessions based on monitored calls and team’s performance.
- Provides quality ratings and helps in identifying training needs, developing training programs and conducting training (If needed).
- Directs quality initiatives by requiring adherence to quality assurance policies and procedures, developing new models; implementing changes.
- Maintains a professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing and maintaining professional and personal networks.
- Contributes to team effort by accomplishing related results as needed.
- Owns and accountable for all fraud inspection and polices.
- Designs and delivers step change improvements in fraud processes.
- Manages and maintains a professional communication means with fraud team members, credit card and billing gateways vendors.
- Reviews and optimizes fraud processes and polices to ensure achieving targets and objectives.
- Implements top of the notch fraud handling techniques.
- Deliver a wide variety of items to different addresses and through different routes
- Follow routes and time schedule
- Load, unload, prepare, inspect and operate a delivery vehicle
- Ask for feedback on provided services and resolve clients’ complaints
- Collect payments
- Inform customers about new products and services
- Complete logs and reports
- Follow DOT regulations and safety standards
- Follow up the cases, customer satisfaction, delivery time and shipments holding time with 3th party shipping company's ( Aramex, DHL, Posta plus).
- Create a new software system to make shipping process faster and more accurate.
- Understands Customer Care strategy, plans and participate in the achievement of objectives and targets. And implement Customer Care Department policies and procedures.
- Receives and responds to customers and provide information on products/services and handle outbound calls to ensure information is provided on Zain IQ new products/services/promotions. And escalate cases as needed to ensure questions are addressed in a timely and efficient manner. In addition upsell/cross-sell products to increase sales and generate revenues.
- Achieves service level for all communication channels: Inbound, outbound and emails.
- Maintains professional and courteous communication / quality of service with customers at all times to maintain customer satisfaction.
- Supports new services and solutions development and management processes as required to ensure fulfillment of new products requirements impacting quality of products provisioning
- Executes tasks as per the Zain IQ established plan, policies and procedures to ensure consistency in handling business cases and achieve targets.
Diploma in Graphic Design
High school education – Commercial Stream.