Customer Care Representative
Egyptain Automative and Trade Company Volkswagen,Audi & Seat
Total des années d'expérience :12 years, 10 Mois
1.Take full responsibility for the dealing with relevant customer complaints, queries and requests for information for the start to the end of the process.
2.Ensure that both an appropriate and adequate investigation takes place in all cases. This includes the recording of all communications between the various parties and all information taken into consideration. “Must approach all matters in a non biased and professional manner”.
3.Carry out relevant research as required and requested by Customer Care Manager.
4. Prepare daily, weekly, monthly statistical reports as appropriate.
5. Aid the Customer Care Manager in ensuring that all relevant standards within the customer charter are met.
6. Meet the objectives and performance measures agreed the Customer Care Manager.
7. Due to the strong inter-relationships across divisions, keep all relevant parties informed of assigned work programmers as much as possible.
8.To handle customer feedback received via all channels proactively in accordance with the company’s service standards and policies.
9.To track and compile the Customer Feedback report on a monthly basis.
10.To attend all members’ inquiries in an efficient and professional manner.
11.Provide operational and administrative support.
1-Administers various human resource plans and procedures for all company personnel; assists in the development and implementation of personnel policies and procedures; prepares and maintains employee handbook and policies and procedures manual.
2-Participates in developing department goals, objectives and systems through training and developments programs required for each postion.
3-Administers the compensation program; monitors the performance evaluation program and revises as necessary.
4-Performs benefits administration to include claims resolution, change reporting, approving invoices for payment and communicating benefit information to employees.
5-Develops and maintains affirmative action program.
6-Conducts recruitment system; conducts new-employee orientations; monitors career-pathing program and writes and places advertisements.
7-Handles employee and exit interviewing.
8-Participates in administrative staff meetings and attends other meetings and seminars. Maintains company organization charts and the employee directory.
9-Assists in evaluation of reports, decisions and results of department in relation to established goals. Recommends new approaches, policies and procedures to effect continual improvements in efficiency of the department and services performed.
10-Maintains human resource information system records and compiles reports from the database.
11-Performs other related duties as required and assigned.
Competencies:
*Human Resources Capacity.
*Problem Solving/Analysis.
*Project Management.
*Communication Proficiency.
*Ethical Conduct.
*Time Management
*Supervisory Responsibility
* serve as a coach and mentor for other positions in the departments
Main Responsibilities include:
Responsible for All Training and Development Programs
Conduct and supervise training and development programs for employees. Planning, organize, and direct a wide range of training activities.
•Conduct orientation sessions, Group induction, and Functional induction programs for new employees.
•Evaluate instructor performance and the effectiveness of training programs, providing recommendations for improvement.
•Develop testing and evaluation procedures.
•Conduct or arrange for ongoing training and personal development classes for staff members.
•Confer with management and conduct surveys to identify training needs based on projected production processes, changes, and other factors.
•Develop and organize training manuals, multimedia visual aids, and other educational materials.
•Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.
•Analyze training needs to develop new training programs or modify and improve existing programs.
•Train instructors and supervisors in techniques and skills for training and dealing with employees.
• Identify, select and manage external training and accreditation bodies, agencies and providers necessary to deliver required training to appropriate standards.
Training functional area:
o Formulate the training policies and procedures
o Develop the training strategies
o Conducting training plan according to the TNA.
trainer concerning Business skills & Soft skills & IT.
o Dealing with IMC and Training Providers in order to conduct corporate training program.o Developing training materials & conducting Training sessions as
using a range of office software, including email, spreadsheets and databases;
managing filing systems;
developing and implementing new administrative systems, such as record management;
recording office expenditure and managing the budget;
organizing the office layout and maintaining supplies of stationery and equipment;
maintaining the condition of the office and arranging for necessary repairs;
organizing and chairing meetings with my staff - in lower paid roles this may include typing the agenda and taking minutes,
overseeing the recruitment of new staff, sometimes including training and induction;
Ensuring adequate staff levels to cover for absences and peaks in workload.
delegating work to staff and managing their workload and output;
promoting staff development and training;
implementing and promoting equality and diversity policy;
writing reports for senior management and delivering presentations;
responding to customer enquiries and complaints;
reviewing and updating health and safety policies and ensuring they are observed;
Attending conferences and training.
Observation of employees in their daily duties and weekly reporting to Chairman
Responsible for internal and external relationships
Monthly reporting of our sales status
Train new employees on how to open a call with customer and how to convince him to buy a service
Follow up with branches in order to send to chairman monthly reports about our sales, customers status
Attend meetings and take minutes
Follow up with customers in order to reach and meet their desire
Adminstration support to chairman
Pass
