Customer Experience Supervisor
Hadoro Paris
Total years of experience :10 years, 6 Months
• Supervise and manage customer service team making sure that service level is achieved
• Handle escalations and complaints through social media channels and outbound phone calls.
• Retention of existing customers after handling escalations.
• Organize new orders though website for existing/custom designs.
• Follow up with the atelier and suppliers in Paris.
• Analyze the daily/weekly and monthly reports of availability and performance (KPI’s and
• NPS).
• Assuring that the website and stock are always updated.
• Training the team members and keep them updated.
• Connect with the Marketing and Social media team making sure that they both are linked to the marketing objective.
• Ensure all orders are fulfilled within set timelines according to customers and market.
• Analyze root causes of delays and transmission failures and put corrective actions ensuring a smooth process flow.
• Continuously support the company’s business vision.
To interact with the customer requirements, complaints and feedback through different social media channels, Create the right tickets and engage with the concerned departments to resolve the concerns and save the experience and finally cooperate with the marketing team to improve the services in the future.
Monitor inbound/outbound calls and Emails, measuring the performance of each agent according to the company policies and the common quality assurance metrics including: Average speed of answering First call resolution (FFCR), Average Handle time (AHT) and customer satisfaction score (CSAT).
Keep records of customer interactions, process customer accounts and file documents Follow
communication procedures, guidelines and policies
Take the extra mile to engage and cross sell.
to contact the customers and measure the satisfaction upon their last contact with the customer
service of Abu Dhabi Islamic Bank according to the quality measures defined by the bank
making sure that complains are being handled by the right teams and send updates to the
customers.
Present to be prepared and receive E-mail/Calls from SONY end user customers and dealers,
reply with full understanding and resolution of the issue they are sending regards, making sure
that they have had a positive customer service experience, promoting brand to friends and
relatives and not having to contact again during the same period regards the same issue (First
time resolution).
Courses: *Advanced Customer service “Sykes Enterprises” *Advanced marketing communications “Sykes Enterprises” *Excellence of customer service “Serco BPO”
