Director Of Customer Service
Naqel
Total years of experience :19 years, 10 Months
• Complete review and update for the Customer Service work instruction, training manual to ensure it match new changes in system and service type.
• Regular report to company management with the Customer Service record and achievement.
• Monitor customer complaints and feedback and working with other department to analyze the root cause and take proper preventive and corrective action and follow effectiveness of such action.
• Design and develop along with the IT department the proper tools to get customer feedback regarding service provided by the company.
• Use the customer feedback as guiding tools to develop and enhance the service provided by the company in coordination with other department.
• Enhance customer service KPI and follow it on regular base, while at same time ensure high quality of service.
• Design with IT department proper tools to record customer complaints for proper escalation process and enhance response time.
• Continues improvement in the performance of the Customer Service through proper analyzes for common feedback, applying proper changes and amendment and measuring the effective of such action.
• Intensive follow up for customer activity and comment through social media and respond to it accordingly along with coordination of marketing department and other department.
• Acting as point of contact between the Claim Department and customer and work to speed up the reimbursement process at same time to minimize damages.
• Working with the company management to develop the service based on customer needs and new trend in the market.
• On time alert with service updates and changes to customer service team through written and direct communication.
• Working with the Training Department to develop proper training program to customer service to enhance their skills and deliver some of this training program personally.
• Mange the hiring and recruitment process of the Customer Service and Retail agent.
• Ensure adherence of Retail Outlet with the legal requirement.
• Participate in the evaluation of individual performance and design proper coaching program for the entire team.
• Design and develop proper policies and plan to enhance the customer service skills and meet customer satisfaction.
Achievements of particular relevant include:
• Deliver ISMS training program to Customer Service Team.
• Initiate and design SMS service to get customer feedback regarding service.
• Develop proper and easy tools to enable customer to share their receiving location to facilitate the delivery.
• Enhance response time to customer inquiry through different tools.
• Work with the IT to develop the company website.
• Complete design and update for training manual, call script.
• Design with IT new complaint module to register customer complaints.
Responsibilities
• Ensures efficiency of and quality of the Customer Service Team response to the customer request and inquiry.
• Escalate to the upper management team the common service failure, highlighting the root causes for such failure and suggest strategic plan to handle such failure.
• Recruit all Customer Service and proper orientation with the company activity.
• Analyze customer complaints and keep complete record with such complain and communicate with the proper department to solve this complaint and follow with them for the preventive and corrective actions
• Interact and work with other department to reach the company goal and maintain the required service level.
• Regular check for customer calls to ensure that service are provided up to the required started and take action against any violation for such standard.
• Conduct performance evaluation for Team Member and define the point of improvement and the required training.
• Provide customer service agent with the proper environment and minimize any major concern and keep motivation tools in place.
• Organized working and leave scheduled for the whole customer service team in main location.
• Keep communication channel with the customer to be capable to minimize their concern and handle their complain.
• Follow up with the Customer Service Coordinator to ensure that service provided to the customer match his expectation.
Achievements of particular relevant include:
• Launching Call Center for Naqel.
• Initiate Customer Care (Key Account Desk) to handle top customer request.
• Create dedicated Team to follow special shipment (E-commerce Customer - International Courier and International Road Service, IRS).
• Work with IT and design communication interface to handle any concern or stopped shipment through automatic system.
• Set the standard for the communication between Customer Service and Operation Team.
• Achieve and exceed customer service goal regularly without any failure.
• Set the standard and complete Customer Service work instruction.
• Complete manual for all Customer Service interface and application.
• Enhance communication skills through weekly advice to the Customer Service Team.
• Launching female section for the company.
• Complete training manual, work instruction and standard communication template to customer service team.
Responsibilities
• Created and set standards for customer care service for the 150 Top customers.
• Ensures efficiency of operation, including performance and quality of my team members.
• Organized and oversaw the investigation of success of customer care services through the obtaining of feedback from customers.
• Work with the upper management to develop long term strategic plans to solve common service failures.
• Interfaces with other departments to assist in the development of action plans to improve overall service.
• Leads by example, representing corporate objectives and standards.
• Raise the performance of the team and set goals for them to work towards customers.
• Recruited new staff for Customer Care and Tracing teams.
• Addressed staff problems.
• Organized working schedules for both teams.
Achievements of particular relevant include:
• Creating Customer Feedback Management program.
• Creating soft copy for major paperwork and publishing it on the public folder.
• Creating hand out for Traces to the Customer Service Agent.
• Creating Incentive Program for Trace Agent and Customer Care Team.
Responsibilities
• Monitor, maintain and exceed Call Center Service Level.
• Select, train and motivate a team of 15 to 18 agents.
• Monitor the performance of NPO Call Center (National Post Office)
• Organize and coordinate training of new staff members
• Ensured organization targets and plans are met.
• Ensure fair treatment and the well being of the team
• Create new incentive program to motivate Call Center agent.
• Report to senior management all CS department results and review the tactical plans and follow up on matching the results with company master plan.
• Contributes to the evaluation and development of systems to improve service to customers.
• Ensure adequate manpower availability to handle forecast volume.
Achievements of particular relevant include:
• Achieved 100% service level on several occasions.
• Preparing Work Instruction for all Customer Service Team.
• Creating 2 educational projects for the Call Center agent to increase their knowledge about the service we provide to the customer
• Provide the Customer Service Team with soft copy for business letter and publishing it on the public folder.
• Monitor the handling of customer complains to ensure customer satisfaction.
• Provide coaching to new Trace agents.
• Provide the team with any assistance needed to perform their tasks.
• Ensured all team targets were met and exceeded.
• Motivate the team member through “Employee of the Month” competition.
• Monthly reports with the Customer Experience Feedback.
• Monthly follow up for our performance in Customer Service Excellence. Award
• Monthly report with approved claims during the month.
• Organize working schedules for both teams.
• Conduct Performance Review and appraisal to the staff member twice a year.
Achievements of particular relevant include:
• Leading the Customer Service to achieve Customer Service Excellence Award for 2 consecutive years
• Provide National Post Office Team with soft copy of outbound paperwork in Arabic to facilitate their work.
• Prepared a presentation about Trace Agent workflow and methodology.
October 2006 to April 2007
Acting as Customer Care Supervisor
Customer Service Department, FedEx Express, Egypt.
• Daily follow up for the shipments of 150 top customers.
• Monthly report with number of packages, weight and total revenue.
• Covering the absence of any member of the Customer Care Team.
• Provide Coaching and Professional assistance fro the Customer Care Team.
• Quarter updates to Customer Care Program with the member that should be added or removed from the program.
Excellent with Honor