In-Charge Aftersales Service
Max Electronics L.L.C.
Total years of experience :15 years, 4 Months
- Handling irate customer & escalated cases.
- Performing quality check and customer satisfaction through provided guidelines.
- Ensuring the team is updated and qualified to handle complex cases by themselves.
- Assuring the guidelines provided by the management to handle the department are on track.
- Coordinating with suppliers & brands for smooth transition of business.
- Raising purchase return claims, confirmations from supplier and replacement where necessary.
- Ensuring floor & department ethics are followed and best of the customer service is provided to the customer.
- Ensuring the escalations are resolved within the time given to the customer and provide feedback accordingly.
- Distributing responsibilities to team to handle back office work.
- Assisting management to ensure the business is running smoothly as per the standards.
- Working closely with Team Leads / Supervisors to resolve floor issues and customer’s escalation to set good experience for customers.
- Providing timely feedback to management and team to give out of the box service to customers to grow business. Sharing ideas with management to have better understanding of customer’s expectations and to make customer loyal to the business.
Worked as Sales Executive Tenure: 26th May 2013 uptil 27th August) & working as Service Desk Coordinator (Call Center Executive) with Sharaf DG L.L.C. (Tenure: 28th August 2013 uptil now)
Responsible to handle all the complaints, send to the designated service center to attend the complaint and transacting all the extended warranty cases accordingly as per the provided terms & conditions.
- Greetings customers coming into department, enquiring and helping them select the right product from display or product booklets.
- Checking Stocks with the supplier and arranging deliveries accordingly as per customer’s convenience.
- Stock counts and keep designated area clean and assuring all the products are well displayed.
- Executing customer’s complaints assigned by the inbound call center staff to the relevant department and service centers to attend and resolve the issues that customer is facing with their purchased units.
- Taking care of the emails that are sent from stores for complaints and forwarding them to the right direction.
- Resolving issues for the irate customers and escalating to the right department to follow up.
- Executing, Analyzing and escalating the extended warranty cases to the insurance company for reference and to service center for attending and managing to get the service done in time with approval from insurance company, if required then coordinating with the customer for payments.
- Following up on complaints after turnaround time for complaints with customers and escalating to relevant service center to attend on priority.
Prime responsibilities includes co-ordination with overseas agents and shipping lines regarding bookings, rate filing, routing shipments, cross trading, services negotiation, scheduling payments, documents processing, administrating office staff to keep all the transactions in line to face no flaws, managing documentation department to file and process every document accordingly to the desire and as per customs acts and policies. Handling counter staff and their activities in Import/Export documentation, updating with rates and services as per requirement from sales teams for their clients. Occasionally visiting the potential clients for better understanding and to get feedback for service level and ensure them for safe and smooth transaction of their goods. Administrating the outdoor staff for document’s collection or delivery of documents and payments, looking after whole inventory of stationery or anything regarding of use in office to be done in time. Maintained all accounts data using MS Excel to make sure every transaction that being done is updated with me and reported to management or directors.
- Check emails and take action accordingly
- Check with staff under if they require anything or any assistance
- Reporting to Direct Manager or Director if anything important and urgent occurs
- Checking in the potential clients and search for new clients to talk over a phone and set appointment for meeting to elaborate our services and their levels to redeem better understanding and maturing business.
- Scheduling accordingly to the desire of documentation department for outdoor personnel to perform the required job within the given duration.
- Checking out with the office boys if they have any request or the inventory/stationery within the office is complete or not.
- Checking with accounts for the payments received or sent to any agent or shipping line and obtaining their clearance accordingly from the receiver.
Work description was to give excellent level of customer services over the phone to the customer who uses Mobile connection provided by Telenor Pakistan, preliminary responsibilities were to give new services information, help customer to activate the service, offer them services for their better use and handling complaint with giving them the desired information accordingly, helping them to get their issue resolved by logging complaints for service and making sure it reached to the correct department and let the customer know that their issue would be resolved in good manner to let the customer be patient until their issue is resolved, also offering services on incoming informative calls or complaint calls to upgrade their subscription or install new services for company to boost their business and upsell services accordingly. Within these responsibilities as being a potential service agent, was set to be Point Person for the team to perform all the team lead or supervision duties for team to stand at one point and maintain their service quality with defined KPI’s. Stood point person for about 6 to 8 months, performed at level best and achieved monthly awards for team and trained our new transferred supervisor from different campaign. Calling Back customers to help them sort their issues and take necessary actions as soon as possible as in incoming calls there are queues and every call has to be end at given time to maintain KPI’s, Call Back was the option used mostly for angry or i-rated customers for which we were already trained by Training & Development internal department. This job needs the best of multitasking skills as we had to use almost 5 mandatory software for every call. After all these tasks done at good level, was given a chance to do error reporting which is the most important and had to be flawless as all the 250 to 400 CSR’s would follow on a single email sent for downtime.
Responsible to enter the data accordingly provided by the Legal Document issuer at Export counter, Typing Speed Approximately: 80 or more words / min. (Never Calculated), due to so much dedication the Export Counter’s document issues used to refer all the documents to me to distribute among the others and keep the noted who is doing which task, then proof check and send information to print directly, after 02 months tenure, Export Document Issuer was going to vacation, got offered to sit at the proof checking, issuing and sending for manifestation to overseas agents and co-ordinate accordingly with all other departments to check payments are received before issuing and handing over the documents, sending daily report to managers for issuance of documents, scanning and sending them to overseas associate to file with them and process them.
DAILY ACTIVITIES:
- Issue B/L numbers and register them into record
- Entering same as it is data provided by the client
- Checking others if they’re entering data accordingly or not facing any problem with CRM
- Proof reading and issuing documents
- Printing letters for manifestation locally and internationally
- Emailing manifestation data
- Sending local manifestation accordingly by outdoor executives to drop accordingly
This degree programmme is for 03 years, which consists of learning basics about computer hardware and software, technical writings, and necessary subjects accordingly to the Education policy in Pakistan. Its a Technical Degree which is known as 'DAE (Diploma in Associate Engineering), which has been cleared with 61% of the total.
According to Pakistan's Standard, it's Matriculation degree did with 60% Marks Obtained in the final Examination.