Ibrahim Khalil

Customer Relationship and sales ManagerFull Time

• Job Details:- Analyze relevant data to determine customer service outputs - Identify and implement strategies to improve quality of service, productivity and profitability - Evaluate and performance manage staff - Identify and address staff training and coaching needs - Conducting final interviews and CS training sessions. - Managing activation and back office teams. - Responsible for communication cycle with all internal departments. - Setting monthly targets for operations team. - Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations. - Review and monitor and direct team performance and provide necessary coaching to ensure all sales, customer service, call handling and financial objectives are met. - Follow up with existing customers and check there complies and requisites. - Solving customers complies and issues. - Maintains quality service by following organization standards. - Build and promote strong, long-lasting customer relationships. - Identifying new clients and potential business opportunities as well as up selling products and services. - Handling client communications and communicate client requests to other departments. - Developing customer service procedures, policies and standards for organization & department. - Determining the needs of the clients and ensures client satisfaction - Responsible for achieving Sales targets. - Responsible for converting leads to customer. - Communicate & coordinate with other Departments' like: HR, marketing, Training unit, Quality & finance. - Manage Communication effectively with customers identify needs and evaluate & develop alternative business solutions. - Follow up with the team Leader, agents to achieve sales targets & project's required results. - Continually seeks opportunities to increase Sales / Customer Service and Deepen relationships. - Monitor, identify and resolve performance/behavior/attendance issues using Coaching & performance management techniques. - Performs daily, weekly and monthly reports. - Participate in project development phases, plans & process, train, manage, evaluate & coach team to achieve performance results. - Participate with the HR Dept. in hiring process & conducting interviews.