Islam samir Shalaby

Customer Service ManagerFull Time

• Job Details:Role Purpose The position is mainly responsible to develop and implement a robust and comprehensive Customer Service Management program in Shopping Mall Business Unit in Egypt that will elevate and enhance the level of customer service standards and ensure long term relations with the existing and new customers. Duties And Responsibilities 1. Liaise with the SMBU Marketing Department and participate actively in establishing a comprehensive Customer / Client Service Management Program including guidelines, setting service level standards, detailed procedures manual and budgets for the SMBU Egypt operating assets. 2. Develop the SMBU Customer Service Manual which fully encompasses job requirements, detailed procedures, and mandatory control measures to be followed by the Customer Service team. Ensure that the Customer Service Manual supports equivalent to a 5 star customer ethos at all times which is upheld by all. 3. Manage timely implementation of the Customer Service Manual (policies and procedures) in the area of responsibility and ensure that all Customer Service Team strictly comply with the stated customer service protocols, policies and procedures in day to day operations. 4. Monitor and control related Customer Service budget expenditures and ensure that the same comply within the approved SMBU budget. 5. Responsible for developing and timely imparting a comprehensive and vigorous training program pertaining to Customer Service in close coordination with the SMBU HR for new recruits and existing staff in order to enhance technical skills and Customer service level standards. 6. Develop an effective reporting procedure / mechanism for all customer complaint handling and resolution based on identifying and analysing problems / issues. Ensure that all customer facing team members are well acquainted to resolve minor / routine customer complaints including escalation procedures to the next level. 7. Be responsible for solving all complex customer queries and complaints in a pro-active and timely manner in line with the SMBU standards and Customer Service policies and procedures. 8. Liaise with Operational Teams (Security / Maintenance etc.,) to ensure a customer-focused attitude is endorsed by all customer-facing staff. 9. Responsible to achieve gift card sales target for all assigned operating assets and ensure to meet / exceed the same. 10. Oversee the Gift-Card program for all assigned operating assets and ensure that accuracy is maintained in all cash handling, accounting, reconciliation and store redemption procedures as per SMBU’s financial policies and guidelines. 11. Support actively in SMBU’s Loyalty and Reward program management and its effective execution and ensure that all Customer Service Team are fully trained to respond and resolve customer queries pertaining to the same. 12. Assist the SMBU Marketing in updating periodic retailer database for marketing/communication purposes and other store guide/static or electronic directories on a regular basis. 13. Coordinate with Retailers, Promotions Coordinator, Festival Coordinator and Media & Promotions to ensure all Customer Service Team are aware of all promotional activities and their locations and timings to guide the visiting customers. 14. Interface with SMBU Marketing on a regular basis to ensure maintenance of adequate stock of and controls all retail collateral and documents 15. Responsible for the coordination of retail -tenant stores reports including store opening, store contact and category reports, customer’s feedback reports, customer personal information / database addition requests to Marketing department. 16. Provide SMBU Finance department on a periodic basis data / reports pertaining to all sales and other Customer Service related financial transactions or refunds for the assigned operating assets. 17. Responsible for identifying and implementing innovative ideas / measures to continuously improve and enhance the customers’ experience in the assigned operating assets. 18. Ensure compliance with the MAFP SMBU’s Code of Conduct, Departmental policies and HR Policies and Procedures at all times. 19. Be the advocate and ambassador of aligning and cascading the MAFP values across SMBU and ensure that relevant team adhered to and exhibit the same all the time. 20. Build the capability of staff reporting into by providing on time regular feedback including annual review on performance and identify areas of improvement / reinforcement for further development. 21. Manage, guide and mentor the Customer Services team reporting into and take full responsibility in identifying potential talent and timely supporting professional development.

Sales Team LeaderFull Time

• Job Details:Orange - France Telecom Group Sales Team Leader Reporting to Retail Sales Manager Manage, develop, support and assess my team to provide a high level of service. Contributed to Orange revenue by upselling products & services to both retail and corporate clients. Build team spirit and staff loyalty in the customer center. Propose tools to achieve the customer center’s quantitative and qualitative objectives. Handle major customers’ problems and propose permanent solutions. Propose tools to maintain company and customer center image. Increase customer satisfaction and loyalty. Handle customer center requests, stock and administrative work. Coordinate staff training and assign clear individual objectives. Validate equipment orders and control the stock level. Revise the cash flow closure of the customer center. Achievements: Best seller ( NOV 2010 ) Head of Briefing and Merchandising Team Leading a project for developing the employee’s skills and increasing the sales revenue.