Asset Management Backoffice Specialist
Hilti Emirates LLC
Total des années d'expérience :10 years, 11 Mois
- Providing Technical support to subscribers of Hilti’s Asset management software solution - phone, remote access and on-site visits
- Training team members in UAE and related markets in Middle East, Turkey and Africa with setting up back-office parameters, processes and navigation through ON! Track Software for Asset Management
- Work closely with the sales team, supporting both existing & prospect customers
- Assist ON! Track Consultants/Tagging Team with back office implementation
- Manage competency and commitment of Customer Service Team to provide timely and effective support to ON! Track Customers, Consultants and Tagging team
- Billing and overview contractual transactions in SAP for ON! Track orders and Coordination with customers regarding delivery of labels for the software
- Contacting customers when required to inform of various software updates
- Logging & document all customer care notes & solutions provided related to ON! Track queries and improvements
- Increasing UAE Customer platform and drive successful relationship building with new customers;
- Processing all orders, quotations and calls (inbound and outbound) from customers in an efficient and professional manner;
- Achieving organizational objectives by updating customer master data and range selling where possible by utilizing a consultative selling approach to solve customer problems and requirements;
- Supporting field based personnel;
- Acting as a central point of contact for customers by interfacing with associated departments: Technical Sales, Key Project/Account Managers, Technical Support Engineers, Sales Outlets, After Market Service and Credit Services
- Handling additional tasks as identified by management
- Managing and motivating a team to increase sales and ensure efficiency;
- Responding to customer complaints and comments;
- Organising special promotions, displays and events;
- Attending and chairing meetings;
- Updating colleagues on business performance, new initiatives and other pertinent issues;
- Touring the Retail floors regularly, talking to colleagues and customers, and identifying or resolving urgent issues;
- Dealing with sales, as and when required.
- Maintaining awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring what local competitors are doing;
➢ Providing proactive customer support via Phone, Live Chat (Live Person) and E-mail.
➢ Handling day-to-day queries and resolving customer complaints (Middle East & North American Region)
➢ Liaise with other departments:
Enquiry Response Responsibilities,
Complaint Management,
Conflict Resolution,
Customer Retention
➢ Providing product orientations:
Introduction,
Process explanations,
Future compatibility
➢ Managing customer record spreadsheets:
Maintaining and Updating of customer records
2. Offshore Executive Axact (Pvt) Lt March 2012 - September 2012 (7 months)
Description
➢ Promotion
➢ Lead Generation (Cold Calling)
➢ Marketing Emails
➢ Sales
3. Customer Facilitation Officer Ufone April 2007 - March 2012 (5 YEARS)
Description
➢ Responsible for managing in-bound calls from customers, prospects & non-customers and providingPage1solutions in a time bound manner.
➢ Improving operational systems, processes and policies, supporting better management reporting information flow and operational efficiency.
➢ Identifying opportunities to improve productivity, efficiency and ensuring organization's policies & procedures are in compliance with service quality norms.
➢ Keeping up-to-date with changes and developments on products, services, procedures and maintaining excellent relations with Business Centers and other departments.
➢ Actively participating in all campaigns, promotions and other projects as and when required.
➢ Resolving issues ranging from Billing to Customer handsets.
➢ Troubleshooting.
➢ Worked on Key Performance Indicators - Time Management
➢ Beta-Tested Customer Facilitation E-mail support system.
Honors and Awards
➢ Bachelor of Commerce - Ongoing
➢ A-Levels (Business Administration and Management, General) British council (2004 - 2006) ➢ O-Levels (Computer Science) Frobel's High School