Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Handling All Hard Complaints which sending by (Sky-Samsung-CPA-NTRA-Police station- Commercial Fraud.
- Handling VIP Customers which sending by Samsung.
- Handling the legal Cases with our Legal Affairs and provide them with all needed documents like NTRA diction – Technical report.
- Responsible to Send Any Exception Request to Samsung VOC to get an approval to make a discount or replace whole case with new device.
- Attend NTRA Visit to show the devices to their technical and legal team in order to get NTRA diction for each case and finalize it with Samsung VOC.
- Responsible to handle any refund or discount request to make sure that we will claim the same compensation amount from Samsung side.
- Responsible for Communications with Our Dealers to handle (commission equipment’s- Cleanliness –shifts update-handle any issue whether from dealers or with our staff and dealers).
- Prepare a Weekly Report to review the Call Center/Complaints performance to make sure that all staff numbers meet the target and also prepare a Monthly and Quarterly reports to our Head of after sales department.
- Mentoring random Calls Center Team and listen to 10 calls for each agent per week to improve quality, minimize errors and track operative performance.
- Set an Action Plan for any agent didn’t meet the target.
- Handle with Call Center Leader :( shift – vacations- Breaks- excuse) for Call Center staff.
Job Requirements
- Great multitasking and organizational abilities
- Excellent problem solving and Handling Skills
- Effective communication and presentation skills.
- Time-management Skills
- Excellent Command of English and computer skills
- a strong customer focus and a good telephone manner
Excellent leadership skill
