Supervisor
TE DATA
Total years of experience :20 years, 5 Months
To implement TE Data Home's established customer relations management plan, policies and procedures in
reference to complaint resolution and analysis in compliance with the defined budget.
To keep a close eye on and analyze different types of service failures/complaints and ways to redress them.
To oversee and ensure the implementation of proper preventive/corrective actions for handling customer service
failures/complaints.
To ensure the proper handling of customer concession, cancellation, and refund requests arriving via customer
service outlets (CSOs), mail, fax, email and phone.
To implement relevant improvement initiatives.
To follow up on all closed disputes to ensure customer satisfaction.
To prepare analytical reports pertaining to customer disputes/complaints to enhance prospective complaint/dispute
handling procedures and increase customer satisfaction.
Implement best practices for complaint resolution and analysis.
To help determine unit work objectives and implement work priorities for subordinate staff.
To ensure conformity with established operating standards.
To help in providing employees with all the necessary technical support and guidance within the department.
To address problems and suggest appropriate solutions through root cause analysis.
Monitor the analysis process regarding the whole CRM results and output.
KPIs.
Dispatching the analysis result according to its type.
1- التعامل مع العميل و تقديم الخدمات الخاصة به
2- تجميع اكثر المشاكل التي يعاني منها العملاء و مناقشتها مع فريق العمل و محاولة الوصول الى حل
3-توزيع مهام العمل الى الفريق الخاص به و الاشراف عليهم
Task responsibilities included:
Prepares composite reports from individual reports by subordinates.
Maintains harmony among workers and resolves grievances
Answers questions and recommends corrective services to address customer complaints
Receiving the customer complaints and solving it through mails and faxes.
Achieving and responding the requests sent by the customer via mail or faxes.
Responding the internal requests sent by the call center agents concerning the ADSL service or any billing issue.
responsible for the office accounting and sales operation and secretary
Answered inquiries from new clients.
Reached new clients from already registered on the website and sending a pricing list, and other details as well.
Prepared a Performa invoice for clients desired to retain the service.
Problem solving for clients in case of facing any technical / sales problem then follow up in a later stage with the
technical department.
Submitted a daily task report to the management.
Any additional task has been required by the top management.