Contact Centre/Telesales Supervisor
Expand Real Estate Marketing, MBM Group
Total des années d'expérience :19 years, 8 Mois
• Create and maintain leads and target lists for potential new customers over the phone.
o Identify potential target areas.
o Identify sales blitz opportunities.
• Meet account regional growth targets set by management for the assigned market.
o Provide continuous reporting on sales achieved.
o Help with various projects assigned to the sales team.
o Help with market research when necessary.
o Help with competitor research when necessary.
• Work hand-in-hand with Account Managers to create and maintain a win-win relationship with new and current customers.
• Update all internal systems to properly track potential customer and customer contacts.
• Update the CRM with lead information.
• Track changes on leads.
• Input and update information on customer conversations o Help Account Managers and Service Managers to establish initial contact to new customers.
• Help with up-selling opportunities when new products are being released.
• Coaching, inspiring and motivate the sales team.
• Ensuring the team meets the sales targets.
• Sales training, development, and performance management.
• A good understanding of the market dynamics in the respective sector.
• Developing sales strategies to guarantee success and growth.
• Disciplined use of CRM system, Communication and customer management.
• Handling customer complaints and enquiries.
• Monitoring random calls for quality assurance.
• Regular reporting of KPI’s to directors.
• Keeping to targets and managing KPI’s.
• Developing customer service Solving and investigating customer’s long-standing or complex problems passed on by the customer service assistants.
• Communicating politely with customers by email, letter, face to face, and telephone.
• Handling all customer complaints or major incidents or a security issue.
• Visiting customers for the provision of one-to-one service and developing complaints or feedback procedures for the use of customers.
• Providing advice and help to customers using the products or services of the organization.
• Issuing compensations or refunds to customers and maintaining accurate and timely records of correspondence or discussions with the customers.
• Supervising customer service teams, learning about the products or services of the organization, and following up-to-date with modifications.
• Training staff or employees to deliver excellent customer service and involving in staff appraisals and recruitment process.
• standards, policies and procedures for the organization or department.
• Keeping abreast developments and changes in customer service field by reading pertinent journals, attending meetings and courses.
• Analysing data or statistics to identify the customer service level, the organization is providing.
Involved in setting up of new Call Centre for Roads & Transport Authority (RTA) in Dubai besides conducting training sessions on soft skills and RTA services for agents.
Provide agents the support and necessary training required for the successful handling of calls by strong knowledge & soft skills on RTA Services.
Ensured knowledge transfer on products, procedures & processes in coordination with RTA departments.
Managed escalated calls, queries, emergency cases & complaints in coordination with RTA Strategic Partners like Dubai Police, DEWA among others.
Liaised with customer service representatives in RTA head quarter as well as across all customer care branches in RTA.
Provided recommendations on customer service operations based on analyzing and summarizing data.
Assisted Customer Management Teams in dealing with indoor visiting customers aimed at maximizing customer satisfaction.
Guided frontline employees in complying to organizational customer service standards.
Monitored activities on the Call Floor ensure schedule adherence by employee and provided day to dat feedbacks to the agents on Daily Agent Performance Report.
Reviewed Customers complaints & cases submitted by agents on CRM and other applications.
Implemented & maintained highest level of quality systems within the call centre.
Trained & monitored the DLA Team (Dedicated Live Agent) on management of Fax, Email, Voice Mail, Info, E-complain system and E-services.
Optimized resource utilization and ensured adequate distribution of IVR skill sets like Languages, PTA, Cases, Metro, Licensing, and other inquires.
Conducted training sessions for agents on Dubai Metro Project product knowledge.
Keep updated knowledge on technical marketing skills and company products.
Liaised with various departments and support teams in order to implement plans for driving the product throughout the organization.
Retained and developed client relationships for increasing the business opportunities.
Supervise the call centre opening and closing duties.
2. Giving the training to all Order takers on Dubai Areas, Roads, and BLDGS.
3. Responding orders and sorting them to the suitable stores (about 65 orders per day)
4. Dispatching drivers for stores and order takers for the call centre.
5. Log in & Log out of Order takers & Drivers to make sure that all staff is on time.
7. Checking the appearance of all Home Delivery staff.
8. Checking all vehicle appearance and making sure that all is clean.
9. Making schedule for Order takers & Drivers.
10. making sure that all computers, software & telephones are working well.
11. Controlling the petty cash for all the home delivery expenses.
12. Home delivery sales report for all the restaurant with delivery.
13. Flyers distribution according to the plan.
14. Communication with the operation managers for any updates in the restaurants.
15. Communication with the H.D supervisors for any updates & home delivery
Reports.
16. Action plan for Order takers & Drivers yearly vacation and organize to avoid any
Problem with less staff.
17. Handling customer complains to achieve customer (101%) satisfaction.
18. Insuring that the Order taking steps are followed so that the food will arrive on
The promise time.
19. Make a random call back for some customers to check if everything is ok.
20. Be willing by any updates for the software advanced processes.
21. Maximum of two orders for each driver to make sure that food will not be late or
Cold.
22. All sales report weekly, monthly, yearly to be given to the head office.
23. Communicate with the IT support for any disconnect.
24. Training for Order takers & Drivers.
25. Make zoning for new areas & locations.
26. Implementing the rules and regulation of the company.
27 Surprise visit to all the drivers’ accommodation to check if they are not using the
car after work.
Determines requirements by working with customers.
Answers inquiries by clarifying desired information; researching, locating, and providing information.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
Maintains call center database by entering information.
Keeps equipment operational by following established procedures; reporting malfunctions.
Updates job knowledge by participating in educational opportunities.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Master Degree in business Administration