Customer Information Centre Incharge-Manama - Bahrain

Other Benefits: Furnished housing, medical, company transport, annual leave, passage to home country and gratuity as per company rules.
To manage the team of call Center / Customer Information Center Executives.
To develop / modify / adapt process flow for the incoming calls to the service center, design mechanism for its distribution to the various departments, ensure that the CIC team is able to 100 % register all incoming service complaints / inquiries, generate Job Orders for all the calls, distribute Job Orders to respective service managers in the same day, ensure log of all job orders.
To manage and ensure training of all CIC executives covering but not limited to communication skills, technical product information, complaint resolution on phone, handling and assuaging irate customers, handling service software, opening and closing calls on system, handling segregating repeat complaints wtc.
To maintain and manage system of “Happy Calls” to customer.
To sustain / modify / change “ Happy Call Questionnaire”. Ensure minimum number of Happy Calls every day.
Segregate dissatisfied customers, work out root cause analysis of their dissatisfaction, forward the analysis to concerned department, forward fortnightly analysis to GM with suggestions for improvement in Work process / systems.
To manage MIS on daily call allocations/ previous day calls status, fortnightly / monthly summary, productivity / revenue analysis with respect to the targets and ensure feedback to department heads within service department and parallel flow to the General Manager.
Meet, communicate, and resolve problems of all irate customers who come to service center / contact A J M Kooheji on phone on any issue related to service. This will be applicable to all calls / visits of people who have not been able to be managed by the CIC team.
Ensure closing of all service report / job orders on the service software in line with the prerequisites of RTAT ( Response time ).
Escalating cases to senior management where jobs are pending for closure because of want of parts or any other reason.
Manage Administrative functions of the service Center along with Service Head. The exact scope will be discussed and finalized by the General Manager.
Reports to the Head of the Service Division.
On certain matters of MIS and other information, the reporting will be directly to the General Manager.

Profile MBA / Graduates with 6-8 Yrs exp in customer care with special focus on Customers query/complaint resolution, Customer behavior, Customer Retention. Responsible to sensitize the employees to the needs of the customer, to be the spokesperson between the customer & Company & vice-versa, to strategies & improve the service levels, to provide feedback & information when needed, be able to generate and analyze MIS pertaining to daily operations. The candidate should be able to manage and handle a team of call center / front desk executives. Preferred candidate will be equally comfortable in speaking in Arabic and English.
Experience 6 - 8 years
Education PG - MBA/PG Diploma in Business Mgmt
Nationality Any Nationality
Gender Any

Contact: Name Sujit Mathew - Confidential
Email: sujit@ajmkooheji.com