John - Excellent Customer Service - Kuwait, Al Asimah

Nissy John

Kuwait, Al Asimah


Excellent Customer Service


Excellent customer service mean customer satisfaction

Work History

Manager - Customer Service

From February 2013

Key Responsibilities:
➢ Managing a team of customer service assistance who offer help to customers and often the first point of contact with an organization. They would normally
handle enquires complaints and may provide service.
➢ Worked with ERP Software Back Office System. (Updating entire internal
system and external management information which includes Finance, supply
chain (warehousing), sales and Customer relationship management).
➢ Managing and coordinating product transfers from different chain levels till end consumer is satisfied.
➢ Liaise with sales team for customer feedback, deal with complaints
communicate new products and service improvement.
➢ Interviewing and training Customer service staff.
➢ Providing Frequently Asked Question with answers on Compensation Plan & Product knowledge.
➢ Designing script for inbound and outbound calls. Provide training and assuring quality output.
➢ Setting targets and motivating team to meet them.
➢ Empowering team for managing customer complaints and resolving without the need of further escalation.
➢ Handling more complex queries and complaints, dealt with sensitive queries.
➢ Making sure accurate records are kept of communication with customer.
➢ Analysis key management information to see how well customers are being
➢ Created set KRA's (Key Result Areas), formats for Role Appraisal and dealing with any staffing issues.
➢ Planning and arranging roster schedule for smooth function.
➢ Ensuring that teams and cross functional team has full knowledge of organizational policies and SOP's with related to job, legislation and data
protection and adhere to TVC standards.
➢Upgrading team with changes in policies and legislation.
➢Conducted Customer survey each month in order to examine market
response and send detailed report to line manager.
➢Sending monthly reports to line manager.

• Reporting:

• Reporting to Director in TVC Sky shop Retail - Customer Care on all key KPI's
(Key Performance Indicators).

Supervisor Customer Care

PAN India

From October 2012

Key Responsibility:
➢ Coordinate with various business teams and functional stakeholders for smooth functioning of business.
➢ Design effective communication: PowerPoint presentation, reporting,
analysis, justifications and summaries to communicate to MANCOM
➢ Flag gaps/ issues to management in a timely and effective manner.
➢ Monitor and ensure compliance.
➢ Communication: External & Internal (Newsletter/mobile)
➢ Ensure Call Centre Operations in sync with the defined KRA's.
➢ Forecasting as per the Volume of calls.
➢ Summarize market research reports on request basis around key topics.
➢ Work closely with the Sales Team & Customer Interaction Group for all
insights about competitors and for achievement of Marketing Objectives.
➢ Market Research to gain consumer insights on brand perception among customers. Also to analyze and understand consumer attitudes and behavior towards competitive product and marketing initiatives.
➢ Handling collections of PAN India customer base.
➢ Manage complete Beauty Centre of western region located in Mumbai. And
entire western region & part of northeast in India which includes (Mumbai,
Raipur, Ludhiana, Part of northeast Dimapur, Tura, Nagaland).
➢ Customer retention.
➢ Daily report, cash collection reconciliation.
➢ Counsel Indian beauty consultants, groups & internal team to help them
understand problems, deal with crisis situations, define goals, and develop
realistic action plans through trainings or in-person for customer satisfaction.
➢ Consultant activity report creation and follow up.
➢ Product replacement program for the sales force (creation and review of orders, capture of outflow products and Order-reports generation).
➢ New IBC management including - Agreement processing, Welcome calls to
IBC and Starter kit delivery.
➢ Beauty Center Management including - Booking, data, Inventory
Maintenance & administration.
➢ Provide clear and precise information to the Sales Force regarding purchase
group, their Unit, their...

Distributor customer service Executive

From March 2006

Key Responsibility:
➢ Distributor Customer Service Officer, Reporting to PUC in-charge west region.
Handling on a daily basis over 80 to 100 customer queries.
➢ Coordinating with the Team Leader in Relation with launch of new products.
➢ Updating customer information to the company data base.
➢ Handling queries, request, complaints delivered by Amway Business Owner's.
➢ Making sure about Privilege Customers of the organization are treated with set standards.
➢ Drive the 3 metrics of recruitment, activation and retention of Amway
Business Owner's.
➢ Providing support in merchandising & standardization of display Boards.
➢ Conducting session/Trainings for the new employees and Distributors.
Reputation/AOF activities.

Qualifications & Certifications


Sikkim Manipal University


Mumbai University

Skillpages has been acquired by! is pioneering the way people find local services. Skillpages is the world’s premier directory of service providers.

Find out more

Are you sure that you want to leave?