customer care and call center supervisor
Ersal
مجموع سنوات الخبرة :7 years, 3 أشهر
• Ensure that customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction.
• Ensure that customer complaints are resolved in a professional manner.
• Hire and train customer service staff to deliver high class customer service.
• Determine work procedures, work schedules, and workflow for customer service staff.
• Perform annual reviews, appraisals and performance management reviews for the customer service staff.
• Ensure that the customer calls are handled and answered in a timely and accurate fashion.
• Develop standard procedures and policies for improving the service provided to customers.
• Conduct meeting with Managers to discuss about process improvements and issues.
• Maintain in-depth working knowledge of the company’s brands, systems and processes.
• Maintain communication with customers via emails, phone calls, mails, etc.
• Prepare documentation and reports on routine customer correspondence for future reference
purpose.
• Running company social media advertising campaigns.
• Building a social media presence by maintaining a solid online presence.
• Monitoring the company's brand on social media.
• Responding to comments and messages on each of our accounts (Twitter, Facebook and Google business).
• Overseeing customer service provided via social media.
• Analyzing data to determine whether social media campaigns have achieved their objectives.
• Development of systems and work programs
• Work as call center agent at Alinma Bank since Feb. 2017
• Awarded for Best Employee for July 2017
• Work at Social Media department at Alinma Bank since Nov. 2017
Natural Sciences section