Plan and implement effective customer care and call centre processes; Manage outsourced customer care and call centre providers for the implementation and effective delivery of services; Train customer care and call centre teams; Perform customer care (back office and onsite) whenever required; Implement effective communication and escalation processes; Implement quality control procedures to ensure that any deviation from the requirements is detected and corrected as soon as possible; Implement effective automated and manual case management using CRM/Secutix system; Actively search and implement solutions to pro-actively increase productivity of customer care and call centre agents, and maximize customer information and satisfaction; Pro-actively identify and report on patterns and risks, and implement processes to mitigate them; Liaise with internal and external stakeholders to ensure the relevant customer care records are accessible for legal and financial purposes; Train and manage a team of Customer Care Officers/Coordinators; Analyse and report regularly on KPIs and the effectiveness of customer care and call centre services, using CRM and other systems; Report on the implementation of sales strategy and ticketing requirements; Ensure an efficient administration and archive of all versions of customer care and call centre knowledge base, in all languages; Ensure adherence to specific operational deadlines and compliance with ticketing policies, regulations and GDPR;

Plan and implement effective customer care and call centre processes. Manage outsourced customer care and call centre providers for the implementation and effective delivery of services. Train and manage customer care and call centre teams. Perform customer care (back office and onsite) whenever required. Implement effective communication and escalation processes. Implement quality control procedures to ensure that any deviation from the requirements is detected and corrected as soon as possible. Implement effective automated and manual case management using Zendesk system. Actively search and implement solutions to pro-actively increase productivity of customer care and call centre agents and maximize customer information and satisfaction. To identify and report on patterns and risks and implement processes to mitigate them. Liaise with internal and external stakeholders to ensure the relevant customer care records are accessible for legal and financial purposes. Analyse and report regularly on KPIs and the effectiveness of customer care and call centre services, using Zendesk and other systems. Report on the implementation of sales strategy and ticketing requirements. Ensure adherence to specific operational deadlines and compliance with ticketing policies, regulations and GDPR.

Plan and implement effective customer care and call centre processes; Manage outsourced customer care and call centre providers for the implementation and effective delivery of services; Train customer care and call centre teams; Perform customer care (back office and onsite) whenever required; Implement effective communication and escalation processes; Implement quality control procedures to ensure that any deviation from the requirements is detected and corrected as soon as possible; Implement effective automated and manual case management using CRM system; Actively search and implement solutions to pro-actively increase productivity of customer care and call centre agents, and maximize customer information and satisfaction; Pro-actively identify and report on patterns and risks, and implement processes to mitigate them; Liaise with internal and external stakeholders to ensure the relevant customer care records are accessible for legal and financial purposes; Train and manage a team of Customer Care Officers/Coordinators; Analyse and report regularly on KPIs and the effectiveness of customer care and call centre services, using CRM and other systems; Report on the implementation of sales strategy and ticketing requirements; Ensure an efficient administration and archive of all versions of customer care and call centre knowledge base, in all languages; Ensure adherence to specific operational deadlines and compliance with ticketing policies, regulations and GDPR;

Planning and implementing effective customer care and call centre processes Managing outsourced customer care and call centre providers for the implementation and effective delivery of services Training customer care and call centre teams Performing customer care (back office and onsite) whenever required Implementing effective communication and escalation processes Implementing quality control procedures to ensure that any deviation from the requirements is detected and corrected as soon as possible Implementing effective automated and manual case management using CRM system Actively searching and implementing solutions to pro-actively increase productivity of customer care and call centre agents, and maximizing customer information and satisfaction Pro-actively identifying and reporting on patterns and risks, and implementing processes to mitigate them Liaising with internal and external stakeholders to ensure the relevant customer care records are accessible for legal and financial purposes Training and managing a small team of Customer Care Coordinators Analysing and reporting regularly on KPIs and the effectiveness of customer care and call centre services, using CRM and other systems Reporting on the implementation of sales strategy and ticketing requirements Ensuring an efficient administration and archive of all versions of customer care and call centre knowledge base, in all languages Ensuring adherence to specific operational deadlines and compliance with ticketing policies, regulations and GDPR

Organizing the distributions for refugees and IDPs in refugee and IDPs camps. Preparing the distribution plan, making contacts with our partners. Attending the cluster meetings and CCCM Meetings. Assist with planning and implementation of the projects. Facilitate the definition of projects scope, goals and deliverables. Assist with defining projects tasks and resource requirements. Develop and control deadlines for reports and activities. Write reports and analyses of programmatic activities Plan and schedule projects timelines. Track projects deliverables using appropriate tools. Follow up projects implementation with Project managers. Provide direction and support to projects teams. Quality assurance for the project's input\output. Review all projects reports defining projects progress, problems and solutions. Assist with Project evaluations and assessment of results. Assist in preparing concept notes for new proposals

Day to day running and management of the Domestic Public Ticketing Team - providing and managing Customer Service solution for dedicated Ticketing Projects. The Domestic Public Ticketing Team was primarily responsible for managing domestic customer enquiries (e-mail, telephone and customer facing) and advising customers on Ticketing Policies and Regulations, also work with the Ticketing Operational team on other tasks in order to ensure the timely delivery of the Ticketing Project. MATCH Services AG is implementing FIFA’s Ticketing Policy and provides both an international and domestic solution that includes: Delivery of various online public ticketing sales channels, including a ticketing portal accessible via www.FIFA.com for the international general public, Individual websites for sales to the fans of each of the 32 Participating Member Associations, Sales to group s ale customers and a ticket resale platform. Inventory management and seat assignment for all Tickets for the events. Customer care and call center operations for both the international and general public inquiries. The creation of a network of FIFA Venue Ticketing Centers in each host city where tickets can be purchased and printed. On-site match-day venue operations for all 64 FIFA World Cup matches.

Supervise the team in the Visa Center. Dealing with complaints,Accept the applications and checking the documents submitted to the Embassy.Accept the biometric data and send it to the Embassy. Ensure engagement with applicants, provide a first-class service and a positive customer experience ​ to VAC Management applications that may give rise to concern Provide supervision of VAC Agents – prioritizing work, providing guidance, acting as an ‘expert’ in one or more areas of VAC operation, and providing a first point of escalation for customer complaints and service problems Track the agents’ performance and intervene as needed to protect and enhance delivery against key service and delivery metrics -​ Support colleagues through advice and mentoring, promoting best practice, sharing information and encouraging team spirit Handle customer complaints an assertively, and efficiently -​ Handle customer problems assertively and diplomatically -​ Support the provision of a healthy and safe working environment through good personal and team practices Support VAC initiatives to support the ongoing improvement of business performance Support colleagues to develop and implement continuous improvement initiatives Complete performance reporting as needed to support tracking of VAC performance against a dashboard of metrics ​Dealing with operations and security reports on daily basis.

Dealing with clients by e-mail,phone. Booking all aspects of business travel including air, hotels, rail in Amadeus/Sirena reservation systems. Taking time talking with the high profile clients offering the best possible options required for their specific needs. Provide expert information/advice to corporate business clients, to assist them make the most budget effective plans yet allow them to have a memorable experience while on tour.

Dealing with passengers on check in and checking their documents: passports,visas,tickets try to prevent deportation and illegal immigration Provide aviation security during the checking in and the boarding.Detecting forged visas and residence permits,making passenger's profile.Dealing very close with the agents and other airport services.

Oversee the visa application delivery / collection process from the Commercial Partner (CP), to include; delivery of applications. Uploading visa application data to the Proviso computer system, amending biographic data as necessary to achieve 100% accuracy with printed records whilst meeting agreed benchmarks. Conducting local alert and sponsor checks on 100% of applications. Reviewing visa application details / supporting documents and linking applicant history. Effective use of the streaming tool. Completing risk assessments and document verification. Sifting/ reviewing visa application details / supporting documents and linking applicant history. Completing vignette production when cleared, trained and required to do so. Accurately respond to electronic, phone and written enquiries from customers and other stakeholders within benchmark timescales and in line with customer service standards. Assist with coaching for new entrant ECAs as directed by the Team Leader and Operational Supervisor. Participate fully in the appraisal process. Participating in ad hoc tasks in support of specific activities or projects or to cover absences on other desks as directed by the Team Leader. Take part in Embassy Emergency Planning and response to crisis as required.

Dealing with the customer's compliances, provide customers with all necessary bank information. dealing with a lot of bank documents, customer's applications and accounts. All the administrative support to the branch.(incoming,outgoing mail,calls). Enhancing customer satisfaction with every interaction and ensure customer escalations Taking up new initiatives to enhance customer’s banking experience Effective migration of customers to alternate channel usage (CBOL/ATM/Kiosk/Citiphones) Ensure that information displayed in branch premise, display boards etc is latest/correct Ensure timely execution of customer instructions Ensure correctness of branch displays and binders Ensure all the stationery in the branch is sufficiently stocked and of current version; and all marketing materials of current edition Daily listing of drop box cheques and coordination with clearing vendor for customer queries

customer care support for the guests

3 months practice in UK