Customer Relation
German Experts Service Center
مجموع سنوات الخبرة :3 years, 3 أشهر
Developed, trained and support a team of 6 employee including call center team, delivering front line, customer services to ensure resolution of inquiries, complaints and requests for services at the earliest possible opportunity Update and maintain customer data base.
•Handling call center team and make sure that all customers inquires solved in due course.
•Coordinate with the General Manager and related departments to discuss possible improvements of customer service and work-related issues.
•Designed and developed the “ASE” automotive service excellence process.
•Established the Service Reception function and managed the end-to-end process (Handle service adviser's problems, communicating internal information to upper management, coordinating employee activities, auditing and reconciling data for KPIs generation).
•Successfully elevated customers satisfaction index within one year; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
Assist and manage and supervise call center & reception team and make sure that a customer been treated in a very professional way.
Generate reports to upper management about inquiries received from call center and developed process accordingly.
Coordinate with manager to assure that service advisors call customers one day prior to their appointments
Follow up on complaints generated through the complaint process on a daily basis. Plus receiving all the complaints coming throw phone or C@P system, walking customers, and phone.
Handling customer data’s cleansing on the system (updating and creating new customers)
Answer inbound calls as well as assist customers who have specific inquiries.
Mobility in charge: arrange replacement cars if there is a possibility and claim the cars from the factory.
Follow up on customers’ cars inside the workshop who have been given replacement cars
Check if there is a PRMS ticket open or not and if there is put on the distribution sheet.
Generate daily mobility reports (distribution sheet with all the details mentioned above)
Generate reports on each replacement vehicle that has not been fully claimed.
Conduct Survey and generate statistical results on a monthly basis.
Instructed students in French grammar, vocabulary, and pronunciation.
•Created and administered examinations, assignments, and projects according to curriculum assessment standards.
•Engaged students through creative materials, in-class demonstrations, and other means to increase retention and understanding.
•Provided after-hours tutoring for students to increase proficiency in spoken and written French.
•Scheduled in-house field trips to focus on cultural aspects of language study.
courses: an intensive linguistic course in French from