Customer Services Manager
PL
Total years of experience :15 years, 10 Months
▪ Improving merchant's experience and achieving customer satisfaction
▪ Building the correct content for Text messages, Auto-replies, Chat system, and Emails
▪ Develop service procedures, policies, and standards of the Customer Service Department
▪ Prepare and Analyze statistics of reports, evaluations, complaints, invoices, and ACL matrix
▪ Follow up with my team to submit a timely response to any inquiries and complaint
▪ Account manager of the VIP merchants
▪ Design & provide a training course: Business Ethics - Leadership - Decision Makers - interpersonal skills - Delegation and Quality Cercle others
▪ Provide an Induction program for new employees in Arabic and English
▪ Coordinate Internship Program - Co-op Training and Business Ethics program
▪ Conduct employee surveys, reports, invoices, and plans
▪ Help the Training & Development Unit work run smoothly and efficiently for
training projects and tasks, as well as overseeing the work of junior staff.
▪ Sign language spokesperson
Plan / Deliver Campaigns for Employability Courses, using appropriate methods and materials.
Design training sessions on soft skills, employment skills, HR training, and more.
Create, publish, and maintain training schedules and related reports.
Prepare / Conduct daily inductions both indoors and outdoors.
Motivate and encourage Job Seekers to become Job Ready.
Keeping up to date with labor market information and academic developments
Open current accounts for retail customers and small companies
Deal with customer inquiries or complaints
Inform the customers’ on the proper way of using and availing of the various Electronic banking channels
Train the staff of section in new selling products
Ability to work as Manager Branch and Teller when the work needs it
.