client relationship supervisor
M squared
Total years of experience :12 years, 2 Months
M Squared (Client Relationship and After Sales Operation & CRM Department) Real Estate Developer.
• Receive all inquiries and complaints from customers and quickly responds to them according to the nature of inquiry or complaint via Call center, E-mail, Phone and customer visit.
• Generating cash flow by offering early settlement discounts to the clients.
• Updating clients with constructions updates, Finishing specification options and Modifications requests.
• Create and sending bulk SMS for installments reminder and all other occasions.
• Proceed all Handover process.
• Coordinate with facility management to solve client’s technical and non-technical inquiries.
• Follow up with Collection and legal departments regarding warning or any other legal
Procedures.
o (August 2018 ) Dorra Development (Contact center Manager /Admin Assistant and /CRM Executive )
Contact Center Manager :
Hiring, training, coaching, and leading call center representatives as they provide support for customers.
Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representative.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Taking on other tasks or projects to support employees, other managers, and call center operations.
Admin Assistant Duties:
Helping CRM Manager to manage workload, organize day and free up his time by providing administrative support.
Mobilizing/Arranging documents to be signed/approved
Meet and greet visitors at all levels of seniority.
Receive and send letters, packages etc. And distribute them.
Central point of contact CRM department and other company departments.
Responsible for arrange Annual, sick and emergency leaves for department staff and sending reports to HR department.
Prepare Memos and other correspondences.
Receive all inquiries and complaints from customers and quickly responds to them according to the nature of inquiry or complaint.
CRM.
• Completion of the booking procedures.
• Follow up cheques and sign contracts(Rent/ Sold units)
• Follow-up payable/returned Cheques.
• Follow-up customers Suggestions, requests and complains.
• Complete procedures for receiving unites.
• Follow up with legal department regarding warning or any other legal
procedures.
• Follow up modification requests and BOQ.
• Follow up and collect maintenance charges and difference.
• Completion of the transfer procedures and Reschedule of payment plan.
• Modification of Rent contracts.
Sales coordinator and administration Duties:
• Welcome visitors by greeting, directing announcing them appropriately.
• Receive and send letters, packages etc. and distribute them.
• Accountable for appointments and scheduling them properly on the days and times specified, as well as reminding people of these appointments.
• Arrange weekly and monthly walk-ins and calls reports.
• Arrange and ordering catalogs and flyers for showroom vehicles.
• Ordinary office supplies, stationery and dairy for the showroom.
• Follow up with maintenance and facilities management for any technical issues related to the showroom.
• Answer telephone with standard firm greetings in professional manner.
• Receive calls/ Filter the calls / Send email message / note message in time if the recipient is not available
• Do inventory report for all items and do purchasing order for office supplies.
• Assist with preparation of Manager and Sales Team needs as per sales transaction.
• Invoicing and preparing online insurances for all sold cars and others documents BSI and warranty packages etc.,
• Provides administration support (If any) to marketing department, ordering and planning department and CRM department Customer Relationship Management and other offices
• Making survey calls to the customer who visits the showroom.
CRM Executive:
• Receive all inquiries and complaints from customers and quickly responds to them according to the nature of inquiry or complaint.
• Update database for current customers (personal information-owned vehicles history.
• Sending greeting, new campaign and new offers to customers through SMS and Mails.
• Ensure SLA and customer expectations always achieved.
• Complete, review and submit various reports to CRM manager.
welcome customers to the C.S
*handling customer's complaints & inquiries and provide solutions to their problems.
Projects:
• New Line Activation
• Data Gathering (inbound - outbound )
• MNP Team Handling ported out Customers.
Rotations :
Prepaid Activation Team .
. Log customer details on the CRM.
. Provide customer with accurate information and right solutions
. Responding to customers over the phone and resolving their inquiries.
. Achieve key performance indicators assigned.
e Performs other duties assigned by management .
Complaint Handling Team
MNP Team (Mobile Number Portability).
WFM Team (Work Force Management.
Assist team :
responsible for make report for new line activation process directed to manger of call center, new inductions, Observer and review the outsourced companies responsible for new line activation and data gathering (Naos, FS, And Xceed ), helping agents for information, prepare new process and scripts . Handle customers complains from shops and NTRA.
Back office team: handling outsourced companies and distributes work cases for National Sales team.
Team leader for prepaid and customer information department :
-Give induction training for new agents
-Monitor team calls and insure they using the company scripts.
-Interviewing new agents.
-Handling hard calls and angry customers.
-Prepare monthly schedule and daily breaks.
-Sending bulk SMS for new campaigns and important information for existing users.
-Creating new users .
GPA : 2.5
