Customer Care Representative
Mobily
مجموع سنوات الخبرة :14 years, 1 أشهر
1.Manage large amounts of incoming calls
2.Generate sales leads
3.Identify and assess customers’ needs to achieve satisfaction.
4.Build sustainable relationships and trust with customer accounts through open and interactive communication
5.Provide accurate, valid and complete information by using the right methods/tools.
6.Meet personal/customer service team sales targets and call handling quotas
7.Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
8.Follow communication procedures, guidelines and policies.
Serves customers by providing product and service information; resolving product and service problems.
1.Attracts potential customers by answering product and service questions; suggesting information about other products and services.
2.Opens customer accounts by recording account information.
3.Maintains customer records by updating account information.
4.Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
5.Maintains financial accounts by processing customer adjustments.Recommends potential products or services to management by collecting customer information and analyzing customer needs.Prepares product or service reports by collecting and analyzing customer information.Contributes to team effort by accomplishing related results as needed.
Representative Skills and Qualifications:
Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking
1.Prepares work to be accomplished by gathering and sorting documents and related information.
2.Pays invoices by verifying transaction information; scheduling and preparing disbursements; obtaining authorization of payment.
3.Obtains revenue by verifying transaction information; computing charges and refunds; preparing and mailing invoices; identifying delinquent accounts and insufficient payments.
4.Collects revenue by reminding delinquent accounts; notifying customers of insufficient payments.
5.Prepares financial reports by collecting, analyzing, and summarizing account information and trends.
6.Maintains accounting ledgers by posting account transactions.
7.Verifies accounts by reconciling statements and transactions.
8.Resolves account discrepancies by investigating documentation; issuing stop payments, payments, or adjustments.
9.Maintains financial security by following internal accounting controls.
10.Secures financial information by completing data base backups.
11.Maintains financial historical records by filing accounting documents.
12.Contributes to team effort by accomplishing related results as needed.
1.Liaising with the Warehouse, Sales and other relevant departments to determine items to order.
2. Request for Proforma Invoices from Overseas Suppliers
3. Processing of Overseas Purchase orders and placing of orders with Suppliers from overseas
4. Processing of Proforma Invoices and preparation of insurance covers
5. Processing of payments for Suppliers along-with preparation of Letters of Credit
6. Expediting/routine follow up on status of goods to ensure that suppliers meet delivery promises
7. Tracking of incoming shipments.
8. Notifying Suppliers on short-shipped, over supplied and faulty items received and taking the necessary action.
9. Liaise with Stock Control on Preparation of GRN along-with filing and keeping records of all imports documents.
10.Updating of imports register and emailing consignments status reports to the M.D., Warehouse and Sales Department.
11. Liaising with Clearing Agents on cargo clearance with Customs and expediting inspection of goods received.
Additional Responsibilities
1. E-filling of Monthly Sales Tax return.
2. Dealing Sales Tax lawyers (Arranging data for any audit or show cause notice)
3. E-filling of advance taxes (withholding Tax)
4. E-filling of monthly withholding statements.
5. Dealing Income Tax lawyers (Arranging data for yearly Income Tax and its monitoring cases).
1.Responsible for overseeing the inventory management process, defining departmental strategies for appropriate inventory levels, eliminating obsolete and off-spec material, and reduce aging material.
2. Develop methods and procedures for scheduling of products from suppliers to support manufacturing in achieving customer demand and minimizing cost impacts.
3. Develop and maintain transportation system that ensures business needs are met.
4. Manage customer service activities including order entry, customer satisfaction, interface with sales, regulatory, and quality ensuring that customer service creates competitive advantage in marketplace including resolving critical customer complaints.
5. Create, manage and achieve the overall logistics and customer service department budgets.
6. Develop and lead Sales and Operations Planning (S&OP) process.
7. Ensure Company is in compliance with laws and regulations regarding transportation, including hazardous materials. Resolve any legal issues pertaining to transportation.
8. Maintain receiving, warehousing and distribution operations by initiating, coordinating and enforcing program operational and personnel policies and procedures.
9. Safeguard warehouse operations and contents by establishing and monitoring security procedures and protocols.
10. Motivate, organize and encourage teamwork within the workforce to ensure set productivity targets are met.
Additional Responsibilities
1. E-filling of Monthly Sales Tax return.
2. Dealing Sales Tax lawyers (Arranging data for any audit or show cause notice)
3. E-filling of advance taxes (withholding Tax)
4. E-filling of monthly withholding statements.
5. Dealing Income Tax lawyers (Arranging data for yearly Income Tax and its monitoring cases).
1.Forecast levels of demand for services and products;
2.Keep a constant check on stock levels;
3.Conduct research to ascertain the best products and suppliers in terms of best value, delivery schedules and quality;
4.Liaise between suppliers, manufacturers, relevant internal departments and customers;
5.Build and maintain good relationships with new and existing suppliers;
6.Negotiate and agree contracts, monitoring the quality of service provided;
7.Process payments and invoices;
8.Keep contract files and use them as reference for the future;
9.Forecast price trends and their impact on future activities;
10.Give presentations about market analysis and possible growth;
11.Develop a purchasing strategy;
12.Produce reports and statistics using computer software;
13.Evaluate bids and make recommendations, based on commercial and technical factors;
14.Ensure suppliers are aware of business objectives;
15.Attend meetings and trade conferences;
16.Train and supervise the work of other members of staff.
1. Selects vendors, places orders, and may arrange for service contract.
2. Follows up on orders to ensure that goods are shipped and delivered on promised dates.
3. Maintains records and follow up files of purchases, and related matters.
4. Maintains files of descriptions of available supplies.
5. May inspect products received for quality and quantity to ensure adherence to specifications.
Other duties and responsibilities of the job include:
1.Provide administrative support to accountants.
2.Undertaking clerical tasks such as typing, filing, making phone calls, handling mail and basic bookkeeping.
3.Working directly for Manager Finance & Accounts and help to maintain the office and keep it running smoothly. As well as helping in dealing with customers and external agencies.
4.Working with spreadsheets, sales and purchase ledgers and journals.
5.Preparing statutory accounts.
6.Calculating and checking to make sure payments, amounts and records are correct.
7.Sorting out incoming and outgoing daily post and answering any queries.
8.Managing petty cash transactions.
9.Controlling credit and chasing debt.
10.Reconciling finance accounts and direct debits.