Joy Sanjay Email & Phone Number

Colombo, Western Province, Sri Lanka

Sri Lanka

Analyse customers' feedback to understand areas for improvement and present the findings to senior management.Analyse risks with different approaches of business process change.Develop business process improvement solutions to enhance customer service operations.Develop service quality processes.Develop staff using capability development interventions and on-the-job training.Identify customer service channels and solutions for managing customers' concerns.Manage customers' concerns.Monitor responses to customer requests and queries to minimise gaps in customer service delivery.Organise communication and sharing sessions on good work practices.Organise the client contact database.Propose creative methods to improve business processes.Recommend training and development courses for staff.Research on customer needs to improve customer relationships and experience.Supervise order processing and order fulfilment.Support audit surveillance on service quality process flow.Update service quality process flows according to changes in standards and certifications.

Sri Lanka

Promote and Sell Roaming products for in-bound and out-bound customersPromoting international services (DU/MOBILY/VIZZ/VODAFONE) for the local migratorsCoordinating with Airport Authorities for counter operationsAuditing and supervising the other Service Associate of the counterGreat knowledge & technical support on any kind of Mobile devices (Samsung, Apple & Blackberry)Maintain an updated knowledge of the organisation's products, services, and customer service policiesDocument customer interactions when necessary, compiling documents and forwarding information to interested partiesExplain simply and clearly in response to customer questions and check for customer understanding and acceptanceRecommend new products or services or make suggestions for improvements by identifying relevant features and benefitsAssist clients by demonstrating the use of goods and programs and answering any questions they may haveParticipate in training opportunities provided by the organisation or by outside entitiesEstablish and maintain good rapport with customers by using positive language and anticipating their needs.

General Certificate Of Education Advance Level, Business/Commerce, General

General Certificate Of Ordinary Level