Daniel Bruno Email & Phone Number

Skyparks Business Centre

Co-ordinate mystery shopping exercises on quarterly basis in all stores.Perform listening in exercises on contact centre calls in order to monitorquality, identify and escalate pain points experienced by front-line duringtheir day to day operations.Planned Maintenance: Co-ordinate and share all information required to allfront-line and impacted customers.Perform tool induction training to all new front line employees.Document all new and existing processes (non/customer impacting)Assisting various other higher executives as requested.

Electronic Material: ensure that all the frontline have adequate supportingelectronic material.Manage the front-line communications effectively, making sure that thefront-liners are kept well informed but at the same time are notoverwhelmed with information.Represent the Commercial Department in CRM Phases discussions,capturing the necessary requirements to achieve an optimized customerexperience.Represent the Commercial Department in the development of tools,processes and policies related to GDPR in order to achieve therequirements set by law while ensuring operational efficiency andsafeguarding of the business.Deliver GDPR training across all employees.Ensuring a smooth customer experience journey from phone call to all theway to when the customer terminates the contract.Drive frontline to make use of the self-help tools and data available usingonline guide.Contributing to internal and external communications, this may includeweb content, social media, emails, printed advertisements, customer packs.When necessary assist in delivering the on-site business customer support.Be heavily involved in the complaints management system, answeringcustomer enquiries and responding to complaints accordingly.Analysing data from surveys, complaints to diagnose data in a commercialsense, and fix the solution

Managing Customer Care Agents to ensure that all support required isprovided in an efficient manner.Managing all Customer support Channels (Calls, Social Media, Email) andbalance out operational resources as required.Ensuring that all targets (operational) are reached.Coaching Customer Care agents to uplift their telephone skills.Assisting customer service staff with duties where required.Strategizing and monitoring daily activities of customer service operation.Investigating and solving customer service complaints.Assisting with development and implementation of service policies, andexplaining these to staff and customers.Training staff in areas of customer service and company policies

Handling of Data queries/issues for Business Customers, corporates andSMEsPerforming onsite visits at customer premises/offices as well as assistingcustomer queries in several stores

Handling Customer Care Call enquiries effectively whilst ensuring thatService level targets are reached, and customers enquiries are resolvedupon first contact.Managing Facebook Complaints in an efficient manner to ensure thatcustomer's enquiries are resolved within the shortest period required.