Communications, Marketing and Customer Service Supervisor
AMIDEAST
مجموع سنوات الخبرة :16 years, 2 أشهر
Communications Responsibilities:
Responsible for supervising all communication aspects of AMIDEAST/ Jordan’s operations. This includes but is not limited to: increasing awareness about AMIDEAST’s services; conducting research an capturing data about the market place. Moreover, responsible for recruiting, training and supervising communications staff; handling communications; and supporting with business development.
Marketing Responsibilities:
Responsible for developing the annual marketing plan, execute marketing campaigns that includes: Facebook marketing, Instagram marketing, Google ads, Graphic designs, monitor Google analytics and adjust the campaign based on date received, social media marketing.
Responsible for all offline marketing and print outs like banners, flyers, corporate profile...etc
Handling all events/fairs and social activities, multitasker with focus on all business aspects.
Experience in executing sms campaigns, emailshots
Customer Service Supervisor Responsibilities:
Responsible for supervising all customer service aspects of AMIDEAST/ Jordan’s operations.This includes but is not limited to: increasing awareness about AMIDEAST’s services; providing outstanding customer service; ensuring client retention and satisfaction. Moreover, responsible for recruiting, training and supervising customer service staff; overseeing operator, and customer service staff.
• Administer all standardized test onsite and offsite
• Coordinate testing dates with partners
• Ensure the professional appearance of testing sites and the availability of adequate furniture and testing equipment
• Arrange proctoring schedule and supervise proctors during all administrations
• Ensure that all regulations and rules for the tests are carefully adhered to
• Maintain a secured testing environment for all candidates
• Minimize the occurrence for any violations regarding tests policies and address such violations
• Provide a high level of service and professionalism for all candidates and clients
• Responsible of all communication with management and clients
• Responsible for the test center security and make sure that the center is accessible only for authorized persons
• Train new Proctors and create their profiles
• Ensure that proctors are well trained by following up on the training procedures and supervising them.
• Responsible of the Test Center score results and improving the scores by working on the weakness points.
• To support proctors and follow up on their daily tasks to ensure maximum productivity
• Making sure that all proctors are certificated
• Prepare the center operational schedules and send it to the client
• Sending the daily checklist to HQ
• Responsible of preparing action plans to solve any weaknesses
• Working with clients technical support team to fix any issues
• Filing irregularity reports for any irregular situation or incident
• Auditing and submitting all proctors time sheets to the Testing manager for payment approvals
• Perform any other testing-related duties as assigned by direct manager
• Conduct periodic audit on HR and recruitment team in order to make sure that all processes are followed as per the company policy.
• Under general direction, assists in the analysis of the company's Compliance posture and the development of control recommendations
• Reviews recent proposed activities by regulatory agencies to determine potential impact on company operations.
• Assists Compliance Manager in monitoring and reviewing other departments, and following up with appropriate areas to ensure required changes are implemented
• Assists Compliance Manager in providing input and representation on key Compliance initiatives, meetings and committees. Stays abreast of industry and compliance trends; recommends and implements changes to internal company processes as needed
• Consults with business groups on strategic compliance initiatives and works with the Compliance Manager to provide corporate compliance perspectives and develop strategy to reduce any potential compliance exposures.
• Balance compliance need with business and company strategies and create a department culture that instills team values and emphasizes empowerment of individuals
• Conducts analysis and creates reports to help improve the compliance of the business.
• Responsible for answering compliance questions from the field or Corporate offices
• Monitors complaints for trends and reports them to Compliance Manager.
• Management and oversight of the company’s record retention program, including the development and implementation of company policy and procedure to ensure compliance with all applicable regulations.
• Work with all functional areas to develop and administer vital records identification and protection.
• Responsible for the management of the company’s key corporate documents Including tracking, maintenance, and storage.
• Works directly with appropriate personnel to understand project concept Objectives and approach.
• Providing timely reporting of issues that impact project progress, coordinating Actions and resolving conflicts.
• Meets with appropriate personnel for periodic reviews
• Works with appropriate personnel to track progress of their work
OpenSooq, Jordan August 2013 - November 2013
Online Customer Service & Content Moderation Supervisor
Online Customer Care
• Create the “online customer care” process and keep enhancing and developing it continuously, create the process include training the team create the guideline, create the email template and so on.
• Expand &develop the “online customer care process “either by expanding the team, the system and tools, online chat, call center.
• Responsible for the daily operations of the team to ensure optimum efficiency in delivery of excellent service to all customers.
• Ensure all customer service, queries, emails and any other type of requests are answered and resolved by the team within an agreed time frame and to the highest quality standards.
• Create Reports either on a weekly or monthly basis
• Trace the team performance to make sure that all targets are achieved
• Keep up the communication between customer care and other departments in an effective way to achieve the high level of customer satisfaction
• Make sure that all users documents, FAQs, help massages are up-to-date
Content Moderation
• Create the “Content Moderation “process and keep enhance and develop it continuously
• Develop the moderation system and tools, expand the moderation team to make sure that we cover all “user generated content”
• Make sure that all “user generated content” are error free
• Manage the content moderation team and shifts, and that they are covering all moderation tasks
• Responsible of the daily operations of the team to ensure optimum efficiency
• Trace team performance to make sure that they are meeting targets
• Keep up the communication between moderation and other departments in an effective way to achieve the high level of customer satisfaction
• Meet and exceed quality and customer satisfaction goals to ensure customer retention and uphold the company brand
• Perform rules and regulations training for new hires and when needed
• Minimize call escalations through effective coaching and support
• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job
• Communicate business strategies and results to CSRs.
• Create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goals
• Offer frequent formal and informal recognition
• Build solid productive relationships with all levels of leadership and support teams
• Facilitate effective and supportive team relationships
• Resolve operational and interdepartmental problems quickly
• Provide timely feedback to the management team on customer trends, issues and needs
• Facilitate accurate credits and adjustments
Quality assurance Involvement
• Monitor and evaluate CSR quality performance in compliance to predefined standards
• Maintain various coaching activities and maintain improvement follow-up
• Perform and attend evaluation and standard calibration sessions
• Develop and analyze CSR quality performance reports
• Develop and maintain effective scripts and FAQ’s
• Develop operational policies and procedures to guide effective and consistent service delivery
• Develop evaluation forms and checklists
• Initiate performance related corrective actions and resolutions
• Conduct quality awareness training to new hires
• Manages a team up to 28 CSRs, provides general, technical and if required specific services to inbound contacts through multiple communication channels, primarily by telephone, email and potentially later web chat, and makes outbound contacts as appropriate to maintain or enhance that service
• Uses effective communication skills by Communicating feedback as a performance issue not personal issue, liaise and supervise effectively with all team members and approach them positively to unleash their capabilities and take it to the maximum level
• knowledge of organization’s expectations, internal standards, service level agreements
• knowledge of impact to provide professional service to public
• Sets priorities to ensure continual satisfaction
• Ensures the quality of service delivery by customer service representatives and performs the necessary quality management checks that meet targets
• Assists the customer service representatives in addressing customer escalations and promoting a service oriented work environment
• Ensures that the set call center KPIs are attained.
• Compiles weekly and monthly management reports for all team members
• Identifies and reviews expected service levels and quality goals
• Ensures complaints/concerns are resolved or escalated in a timely manner
• Manages call volumes
• Handling all types of calls,
• Handling customer activation system and contracts,
• Coaching agents,
• Meet and exceed quality goals,
• Ensure that all team members are fully trained and
aware of updates,
• Ensures that the set call center KPIs are attained
• Provide customer satisfaction to both internal and external customers and strives to continuously improve service delivery over the phone according to company policies
• Support and provide superior service via phones, e-mails and faxes as a receiver and caller
• Maintain proper behavior, discipline, and punctuality
• Ensure that all confidential information pertaining to company or individual customer coming into ones possession, is not disclosed or revealed to unauthorized person or agency
• Working in Telecommunication Industry and conducting various customer care activities that include:
1. Post Paid Accounts
2. Directory
3. Pre-Paid Accounts
4. Key Accounts
• Provide customer satisfaction to both internal and external customers and strives to continuously improve service delivery over the phone according to company policies
• Support and provide superior service via phones, e-mails and faxes as a receiver and caller
• Maintain proper behavior, discipline, and punctuality
• Ensure that all confidential information pertaining to company or individual customer coming into ones possession, is not disclosed or revealed to unauthorized person or agency