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Customer Relations Supervisor
United Arab Emirates
Specialties
Customer Relations
Customer Service
Call Centre & Customer Support
Customer Care Consultant
Customer Service Manager
Supervisor

Summary

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Career

AL-Futtaim Motors - Customer Relations Supervisor
Call Centre and Customer Service - Management & Business Support
Australia
Specialties
Customer Relations
Supervisor
Responsibilities
  • Supporting as business analyst, and Power User and Trainer for the new CRM system provided by (SAP). ;
  • Daily Operations: Handle escalation calls (Complaints), Workload Sharing, Reporting and completing paperwork. ;
  • Work Force Management (WFM): Preparing the team schedule, breaks, monitoring login & logout timings, monitoring the team's performance. ;
  • Quality monitoring: Listen to the team calls to ensure every member of your team deals with customers in the best way. ;
  • Support the Floor by giving the team the information they need when they need it. As the primary point of contact for customer queries.
  • Dealing with customers face to face and on phone. And responsible for providing excellent service and making sure other members of staff present the same positive and helpful image.
  • Involve delegating tasks, to develop the team. ;
  • Achieve and maintain a Service Level of 95% and answer rate of 95%. ;
  • Checked and handle corporate emails. ;
  • Improvement plans : To suggest one improvement plan/process per quarter. ;
  • Preparing weekly/ monthly report.
  • Recruiting and training the new stuff.
  • Doing the appraisal for the team.
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- - managers
Australia
Responsibilities
  • Work closely with IT and SAP team and to identify and document the business and system requirements.
  • Facilitate solution discovery. ;
  • Contribute to the conceptual design of the end solution ;
  • Assist with the writing of Business Proposals. ;
  • Coordinate the Proof-of-concept. ;
  • DEVELOP and implement test plans and strategies. ;
  • Work with project managers to organize meetings to identify and validate business requirements and completion ratio.
  • Work with the project managers, IT Team and SAP Systems Architects Team to ensure that the business requirements are met in the technical solution.
  • Assist the tester from end users in UAT (User Accepting Testing).
  • Works as power user after go live to report any system issues, and follow up on it till find final solution and identify the root cause.
Etisalat - Senior Customer Service Representative
United Arab Emirates
Specialties
Customer Service
Responsibilities
  • Handling Customer's Internet Technical Problems and Billing
  • Responsible of developing new tools and find out new solution to enhance the work flow by increasing Quality and reducing AHT.
  • Responsible of send weekly reports about SLA and performance of the Agents.
  • Analysis of the total results and checking the defects.
  • Assist and advise new juniors ;
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Link Dot Net - Senior Customer Service Representative
Egypt
Specialties
Customer Service
Responsibilities
  • Handling Customer's Internet Technical Problems and Billing
  • Responsible of developing new tools and find out new solution to enhance the work flow by increasing Quality and reducing AHT.
  • Responsible of send weekly reports about SLA and performance of the Agents.
  • Analysis of the total results and checking the defects.
  • Assist and advise new juniors ;
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Berlitz Language Center - Customer Care Representative
Egypt
Responsibilities
  • Attracts potential customers by answering prospect customer's questions; suggesting information about needed courses.
  • Opens customer accounts by recording account information.
  • Maintains customer records by updating account information.
  • Attract Walk in customers through product presentation.
  • Do outbound calls to attract new customers.
  • Building good relationships with our current customers.
  • Achieve the sales target.
  • Resolves service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Maintains financial accounts by processing customer adjustments.
  • Recommends potential services to management by collecting customer information and analyzing customer needs.
  • Prepares product or service reports by collecting and analyzing customer information.
  • Contributes to team effort by accomplishing related results as needed.
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The Call Center Company - Customer Service Representative
Egypt
Specialties
Customer Service
Responsibilities
  • Answer phones and respond to customer requests. ;
  • Sell product and place customer orders in computer system.
  • Provide customers with product and service information.
  • Upsell products and services. ;
  • Transfer customer calls to appropriate staff. ;
  • Identify, research, and resolve customer issues using the computer system. ;
  • Follow-up on customer inquiries not immediately resolved. ;
  • Complete call logs and reports.
  • Research billing issues.
  • Research misapplied payments. ;
  • Recognize, document and alert the supervisor of trends in customer calls. ;
  • Recommend process improvements. ;
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Education and Qualifications

Year Qualifications Level Institution
2014 Diploma - Management Diploma Cairo University No
2006 Bachelors Degree - Business Administration and Management Other Cairo University No
2002 General Secondary Certificate Other Al Ibrahimeya Secondary School No
- Other Dale Carnegie Training Center No
- Other Westwood Training Center No
- Other World Class Customer Relations Management Training & Call Center Management No