Dina ahmed Elnahas

Customer Relationship ManagerFull Time

• Job Details:Build Customer Relationship Management. Relate E-Commerce ▪ Manage Up To 30 Agent (Operation Team, Tele Sales, Follow Up Team ▪ Complain Team, Survey Team) ▪ Coordination with the related departments (Marketing- Sales-Collection - Purchase - Warehouse- Fleet) to improve the Customer Experience. ▪ Creation CRM System. ▪ Creation KPI’S for the CRM team members. ▪ Collecting and analyzing customer data ▪ Handle collection team in all aspects of collecting outstanding amounts. ▪ Prepare a weekly/monthly /quarterly Report to CEO. ▪ Using CRM systems to manage relationships ▪ Developing new ways to meet customers’ needs ▪ Handling customer complaints ▪ Overseeing the interactions between customers and key team members, such as CSR ▪ Creating and executing retention campaigns ▪ Developing marketing campaigns to attract new customers

E-commerce coordinatorFull Time

E-commerce operations managerFull Time

• Job Details:Coordinate the operation cycle start Operations, Stock, Fleet, Warehouses • orders and daily operation , Customer orders & Orders Service Coordinate with other departments such as marketing ,sales and warehouse to ensure that customer needs are fully met in all occasions . • Prepare periodic management reports on customer service performance and customer satisfaction level also the reports for the sales representative reports and operation reports • Ensure that the systems and technologies (ODDO + CRM+SAP )used in customer service work properly and Sales Report and Operation Cycle SLA. Analyze and report on e-commerce performance metrics to identify areas for improvement and growth opportunities. • Ensure that all processes comply with internal policies and quality standards Customer Relationship Manager, E-Matador: Build Customer Relationship Management. Relate E-Commerce Manage Up To 30 Agent (Operation Team, Tele Sales, Follow Up Team Complain Team, Survey Team) Creation CRM System. Creation KPI’S for the CRM team members. Collecting and analyzing Customer data Handle collection team in all aspects of collecting outstanding amounts. Prepare a weekly/monthly /quarterly Report to CEO. Developing new ways to meet customers’ needs Overseeing the interactions between customers and key team members, such as CSR Creating and executing retention campaigns Developing marketing campaigns to attract new customers Supervise the CRM team, guide them to ensure excellent service to customers. Develop and implement strategies to improve customer experience and increase customer satisfaction. Deal with difficult customer complaints and resolve problems effectively to ensure customer satisfaction for problems requiring such intervention. Monitor customer relationship management team performance and data analysis to identify areas of improvement and adding an indictor for their performance . Provide ongoing training to CRM team to ensure that they improve their skills and knowledge of the company's products , service , Quality of calls and CRM system