customer contacting and other policies and procedures are followed,
• Follow-up with Managers to optimize the revenue and ensure that quality and customer service objectives, in addition to the profitability index goals are met,
• Identify guests’ preferences in order to anticipate their needs,
• Ensure that all customer service steps and feedbacks are performed as per company standards and guidelines,
Operational
• Ensure that all customers and colleagues are being treated in a friendly and professional manner,
• Manage all activities related to customers’ needs (call backs, complaints, etc.) to ensure that all incidents are solved, and step in to resolve issues personally, when necessary,
• Ensure that Supervisors, Leaders and the team are well knowledgeable and always up-to-date menu items and modifications,
• Monitor random calls to ensure that the team following service steps and providing customers with the highest service quality,
• Keep immediate supervisor promptly and fully informed of all problems or unusual matters of significance,
• Manage and oversee new project, replacement, test programs and vendor relations,
• Ensure that upon the new branch opening, the productivity and quality of service centers provided according to standards,• Ensure adherence to Customer Service audit report in terms of points and grading,
Strategic & Production Planning
• Work with Operations to review manpower requirements, and compare controllable expenses to planned budget,
• Work with Operations & Branch Managers to review qualitative KPIs to distribute proper action plans, and supervise the implementation of these actions plans,
• Set the Annual budget planning for Call Center & Customer Service