First Line assistance on all customer inbound calls and emails.
Daily visits to customers to build relationship and deal with issues/complaints.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem.
Ensure all customers calls are responded in line with the company procedure.
Input all customer contact information on Goldmine and Paris to company standards.
Email traffic ensure you answer all emails from internal and external customers to company procedure.
Managing the open cases on Goldmine by keeping customers updated on progress and report to the Sales & Services Manager on a daily basis.
Managing Customer Care Co-ordinators to ensure a smooth customer care process
Ensuring internal procedures and KPIs are met with regards to customer care
Managing weekly reconciliation with customers to ensure accurate end of month billing
Responsible for updating internal Customer Profit Models and submitting these at the end of each month.
Managing stationary orders for accounts in Dubai in relation to contract
Ensuring mixed item report is updated and circulated on a monthly basis