Customer care Supervisor
Etisalat Misr
Total years of experience :20 years, 2 Months
Managing all Contact Center operation activities with highly performance with below responsibilities:
• Assist in the formulation of targets for individuals and teams
• Hire and onboard new employees
• Answer questions from staff and provide guidance and feedback
• Anticipate escalation and take over calls when needed
• Devise ways to optimize procedures and keep staff motivated
• Measure performance with key metrics such as call abandonment, calls waiting etc.
• Ensure adherence to policies for attendance, established procedures etc.
• Keep management informed on issues and problems
• Prepare monthly/annual results and performance reports
Conducting and follow UP customers deals regarding payment and credit collection, cost control analysis for strategic customers communicating with different departments to collect customers’ bills and reduce bad debt percentage with very high customer satisfaction and loyalty • Manage corporate account portfolio to obtain payment commitments in agreed time frame in professional customer sensitive way, reducing where possible the risk of collection churn. • Identify customers bill problem and set suitable direction to solve it • Magnify the collected amounts by updating the payment methods and electronic payments • Controlling the Bad dept. status and setting plans to for managing it • Enhance the collection process by paying visits to delayed customers for special handling and setting clear payment plans. • Focusing on customer centricity that lead to increase the satisfaction rate • Enhance the new team members performance by providing the direction and guide lines • Minimizing the revenue losses opportunities by ensuring that all systems working with the accepted standard an escalate the up normal behaviors
Corporate Account Management SR.Advisor Handling premium corporate accounts and increases our customer satisfaction in parallel increasing company revenue providing excellence customer care with below Job responsibilities • Handle account requests and complaints and work on resolving them appropriately. • Conduct welcome and courtesy calls based on an agreed timeline and schedule monthly meetings with accounts’ SPOCs -according to account segment- to ensure customer satisfaction. • Schedule monthly meetings with accounts’ SPOCs (according to account segment) to ensure satisfaction. • Promote Etisalat value added services to the accounts' SPOCs. • Handle billing inquiries and complaints from customers through validating customer requests/complaints to ensure customer satisfaction. • Track credit accounts payment behavior by following up with the risk management team.
Handling corporate customers inquires efficiently based on a highly quality service, with an optimum of customer satisfaction in accordance to the processes and targets of the call center exceeding customer’s expectation. Handling teams tasks and generate performance reports for team.
Handling customers inquires efficiently based on a highly quality service, with an optimum of customer satisfaction in accordance to the processes and targets of the call center exceeding customer’s expectation.
Lead the new hires and supervise them and monitored them to ensure that they had ability to work at call center and give them feed back about there performance on a weekly bases.
Handling customers inquires efficiently based on a highly quality service, with an optimum of customer satisfaction in accordance to the processes and targets of the call center exceeding customer’s expectation.
final grade is good