Yasmine Mohamed Medhat

Enterprise CRM ManagerFull Time

• Job Details:- Have overall accountability for the Quality of the provided services to the customer and measure it against defined Service Level Agreements. - Manage and support end-to-end complexity of Customers technical solutions, driving and coaching internal teams towards continuous improvement and excellence - Reporting to higher Management the progress of the corporate customers’ projects. - Have some involvements on SLA service delivery cycle. - Promote NOOR’s services to existing and new customers according to their needs with help with the responsible technical Teams. - Assure customer profitability during customer service delivery cycle. - Respond customers’ inquiries about NOOR’s products. - Contribute with internal teams to achieve company’s and business targets. - The focal point of the contact between NOOR’s teams and its customers also the escalation point for all business related issues. - Preparing daily, weekly monthly reports about NOOR's best-selling products, customers' needs, and termination cases reasons. - Responsible for build and maintain customer contact database. - Identify existing Customers' needs proactively by quarterly customer satisfaction survives, monitoring their cases and having regular phone calls with them. - Organize weekly meeting with various teams to discuss customers’ needs and business progress also organizing meetings with NOOR’s partners and subcontractors. - Tracking media influence measurements, partnering with other departments to ensure proper online messaging and relevancy. - Responsible for the QA (Quality Assurance) team of the whole company - Supervise, hire, train, and evaluate CRM Team members. - Plan, organize and steer the operation of Customer Relations - Training team member to perform assigned duties in accordance with established policies and procedures - Responsible for providing high standards of customer service to NOOR’s customers (Enterprise and Consumers) - Work closely with Marketing team on events organization and preparation of enterprise customers lists - Building relationships with the subcontractors and operators to ensure business continuity. - Responsible for the wireless solutions deals with the wireless service providers. - Assist in developing and implementing new techniques and systems that support customer relations teams to enhance their performance. - Establish customer care policies and procedures in order to placate the customer while still adhering to company standards -  Resolve customer complaints/ issues as the last escalation level prior to top management or refer problem to CEO for resolution, if needed. - Responsible for tracking, following up & retrieving NOOR’s hardware implemented for the customer as temporary solution or in case of termination. - Make some preventive plans to avoid any risks of any kind “delivery or service interruptions”.