• Recruit and hire Staff for the Store to meet the needs of the customers• Assign Duties and responsibilities to the store’s staff• Train new employees and provide continuing education and training to current employees.• Mange Store inventory.• Responsible for Shop appearance and image • Ensure that all Merchandising items in the store are updated (Posters , Flyers , Specs , Accessories ) • Lead team members in achieving sales targets.• Ensure providing high level of service and maintain company image.• Report all practices and suggestions resolution to existing problems.• Handle the customer centers administrative work (time sheets, staff schedules, etc.).• Issue daily sales reports for the customer center.• Close the shifts daily stock.• Solve cash problems resulting from the daily transactions of team members.• Evaluate staff monthly and quarterly based on their performance

• Plan the team work in order to achieve assigned sales targets. • Ensure that employees are present and the work is completed on time. • Keep the daily operations flowing smoothly and maintain the average handling waiting time.• Provide support, direction and assistance to the staff within the shift.• Handle the escalated customer complaints and inquiries providing high level of service. • Maintain company image and increase customers satisfaction. • Handle customer center administrative work. • Monitor his / her team performance. • Report to direct manager all practices and operations suggesting solutions for existing problems.• Coach team members within the shift acting as a role model.• Report departmental save rate & MNP figures to CS management & marketing.• Responsible for auditing & reporting compensations/retentions added through First Class team.

Handling all the complaints transferred from the customers interface departments within the quality standards of the company to maintain company image and maximize customers satisfaction..· Provide best possible service to both external and internal customers to achieve highest level of customer satisfaction.· Apply all the available tools in hand to save the customers from churning· Provide appropriate compensation to cases receives as per the company policies and procedures.· Maintain a high save rate as per the regulations received from the Commercial team.· Analyze the key issues for churn and addresses them to upper management.· Coordinate with all concerned departments to ensure effective handling for customers complaints, termination and porting-out requests.· Propose solutions to repetitive termination cases· Escalate problems and provide relevant feedback to the right channels.· Suggest new ideas generated from the work-flow.· Inform customers with case progression by following the contact intervals process.· Inform the customers when cases are closed through one of the available tools as calls, SMSs, VRSs, etc.· Communicate with other Customer Service sub-divisions to answer all relevant customer inquiries like Credit, Customer Support and Activation, Marketing.· Understand and adhere to company policies and procedures that generate personal and professional credibility and trust.· Resolve all customer complaints, requests, termination, MNP, new line activation inquiries within the pre-determined SLAs.

· Mastering any unsolved matters concerning advanced technical issues related to our sophisticated services offered to our high-valued customers.· Handling any inquiries around the clock to our "First Class" segment.· Dealing with several administrative and "related to work" Delegations such as handling various "Inboxes" within a specified Service Level.· Providing extra care for our over-demanding and hard to please customers.  · Promoting an environment that fosters both individual and team development to ensure the outstanding delivery of the work and the service provided.· Prioritizing multiple tasks and meet deadlines.· Escalate problems & provides relevant feedback to the right channels· Positively contribute in up-selling of products & Value Added Services to maximize company revenue· Prioritizing multiple tasks and meet deadlines

Handling any inquiries around the clock to our "First Class" segment.· Dealing with several administrative and "related to work" Delegations such as handling various "Inboxes" within a specified Service Level.· Providing extra care for our over-demanding and hard to please customers.  .· Prioritizing multiple tasks and meet deadlines.· Provide proper information to customers with complete & comprehensive understanding of Mobinil Products & Services and Policies & Procedures · Fully understand & adhere to company policies & procedures that generates personal/professional credibility & trust· Fully understand both individual & company objectives to achieve them effectively & efficiently· Use available methods & tools to develop own skills & information (applications, intranet briefings, attending trainings, etc.)· Resolve customer complaints in time & treat them as business opportunities to ensure continuous improvement & development· Escalate problems & provide relevant feedback to the right channels· Positively contribute in up-selling of products & Value Added Services to maximize company revenue· Propose new ideas to management to improve service customer's satisfaction & ensure better customer's experience· Deliver customer's voice to management to study improvement areas· Build a new image and high reputation for Mobinil First Class customers

· Handle all incoming calls on the assist hunt for both consultation & escalation.· Timely Communicate right, accurate and full information to CSRs.· Act as source of expertise for intranet inquires.·  Recommend & follow up on intranet updates to ensure the accuracy of information delivered to both internal and external customers.· Communicate with other Customer Services sub-divisions to handle all relevant inquiries  of both customers and CSRs (e.g. Credit, Customer Support & Activations, Outbound & Save Initiatives…etc)· Achieve the requested Staff Time on a daily basis to minimize the queue on the assist hunt.· Support the Call Center in crises by handling inbound calls. · Fully understand & adhere to company policies & procedures that generates personal / professional credibility & trust.

Respond to incoming telephone inquiry's in less than five second and accurately answer at least 90% of inquires. · Appropriately forward customer inquires requiring special assistance or escalation. · Keep up to date with Mobinil products and services offering. · Report out of pattern inquires as appropriate to next level of management. · Accurately record all details of customer inquiry for statistical and analytical Purposes. · Provide an appropriate respect and understand the tools, & materials utilized within other departments.· Fully understand both individual & company objectives to achieve them effectively & efficiently. · Positively contribute in up selling of products & Value Added Services to maximize company revenue.