Branches Supervisor
BCI / authorized Samsung mobile services
Total years of experience :14 years, 2 Months
Ensures consistent delivery of high-quality services to customers.
Ensures customer's satisfaction.
Providing training, coaching, development and motivation for CCAs and new recruits.
Communicates directly with the customers complaints.
ensure the consistent achievement of customer service levels and standards
determine customer service requirements through surveys, focus groups and benchmarking best practices
KPI monitoring .
managing and Handling SELV service campaigns
managing and Handling sales campaigns
Collects, dispatch & receive (spare parts, defected units, invoices, deposits receipts, leaves & vacation requests, etc) through aramex.
Applies twice per week a report with the needed spare parts to the forecasting & ordering supervisor.
Monitors on GSPN system all the repaired volume on daily basis.
Sends weekly reports to the customer care manager.
Builds trust, communicates effectively, solves problems creatively and demonstrate high integrity and transparency with customers.
Lead all the employees in proper way.
Control and follow up on all failed support tasks.
Escalate issues that needs support from samsung to the SELV team
Handling customer’s issues (exchange, refund …else)
Follow up delivery orders
Follow up maintenance orders
Create loyalty cards (Smart card)
Manage customer care team
Others tasks