• meeting clients to understand their needs and agree a brief.• carrying out qualitative and quantitative research into audience needs, preferences and behaviour.• building and maintaining relationships with clients, creative professionals, and media companies.• producing and presenting financial and media plans and forecasts.• talking clients through recommendations, budgets, and schedules, and responding to queries.• liaising with clients, consumers, and advertising staff.• creating documents to support proposals, such as briefs and charts.• checking the quality of documents – for example, proofreading them and reviewing drafts.• managing projects, including their financial status.• monitoring and evaluating campaigns’ success.• keeping records of actions and progress.

- Collecting and analyzing customer data- Using CRM systems to manage relationships- Developing new ways to meet customers’ needs- Handling customer complaints- Overseeing the interactions between customers and key team members, such as Customer Service Representatives- Creating and executing retention campaigns- Developing marketing campaigns to attract new customers- Collaborating with sales, marketing, customer service and operations teams to improve the customer experience

1. Provide constructive periodic feedback on key strengths and weaknesses to improve agents’ performance.2. Conduct team meetings with team leaders to discuss common and repeated quality related issues.3. Handling and investigating complaints.4. Ensure proper monitoring of all activities and transactions to ensure that the same complies with Call Center COPC manual.5. Ensure all service level standards are acceptable through proper monitoring and putting action plans into effect where necessary to resolve service level standards issues.6. Deliver quality assessments and report results to the management. Ensure sufficient coaching and feedback is provided to team leaders and agents.7. Develop and identify internal and external training programs required to better improve staff performance and effectiveness.8. Interviewing; hiring and training employees.9. Appraising performance & rewarding employees.

• Establishes and maintains the operations formal Quality Management Plan.• Develops, documents, implements and assures compliance with consistent quality standards, procedures, and specifications as outlined in the Quality Management Plan.• Monitors and identifies gaps in daily operations including but not limited to the areas of image review/certification, customer service activities and interactions, payment processing, records management, data collection, reporting and staff management.• Conducts Quality activities for all functional areas of the Customer Service Center.• Generates monthly Quality reports for submission to the upper management.• Sets appropriate quality standards.• Operating Procedures in collaboration with the management team.• Establishes review techniques and appropriate sample sizes for all functional areas.• Schedules regular monitoring of key performance measurements.• Reviews service activities via reports, computer screen, and sampling. overall operations and individual production results.• Provides feedback to operations team regarding performance trends and areas of improvement.• Suggests operational improvements and efficiencies to service internal and external customers.• Effectively communicates via written, verbal, and electronic correspondence.

• Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality.• Contribute to call calibration sessions to evaluate agent performance.• Identify lapses in agents’ performance and provide constructive feedback for improvement.• Engage in customer listening to identify customer pain points and expectations.• Drive the implementation of improved customer engagement strategies to increase agents’ efficiency.• Serve as an intermediary for escalations from agents and customers.• Ensures communication is effectively delivered and appropriately addresses all customer concerns.

• Handle hard calls complaints and follow up with customer cases with the relevant departments to ensure that the needed actions are taken.

• Receive calls from ELARABY hotline number and greet customers warmly to ensure customer satisfaction.• Respond promptly to customers’ questions and inquiries related to products and services.• Handle customer complaints and follow up with customer cases with the relevant departments to ensure that the needed actions are taken. • Classify the customers’ complaints and inquiries to be analyzed by the VOC team. • Maintain a positive, empathetic, and professional attitude toward customers at all times and ascertain problem or reason for calling to ensure resolving the problem.