Nawras recorded customer satisfaction levels of 92% in September 2011 up from 87% in December 2010. From the day Nawras started its business in 2005, devotion to customers and their satisfaction have been at the centre of every aspect of its operation. Over the last year or so, the company has also been very focused on the development of Nawras people, services and shareholders.
To continue delivering improvements in customer experience while looking for even greater effectiveness and efficiency in operations, Nawras is delighted to announce four new appointments within the senior management team.
Said Ahmed Safrar is promoted to Chief Customer Experience Officer and a member of the Executive Committee team and Hussain Al-Lawati is promoted to Acting Chief Sales & Distribution Officer. Wolfgang Wemhoff joins Nawras as Chief Technical Officer while Jim Maxwell is promoted to Chief Counsel.
Chief Executive Officer Ross Cormack commented on both The Nielsen Company survey results and the new appointments, by saying, “We are always looking at better, faster and newer ways of working across the business and so naturally we are thrilled that these survey results show our customers are enjoying Nawras services. To continue delivering caring, excellent and pleasingly different services, I am delighted to welcome Wolfgang and to warmly congratulate Said, Hussain and Jim on their promotions.
“I am confident that the Nawras family will continue to work closely together to drive customer satisfaction to an even higher level in the future. We remain dedicated to delighting our customers in every aspect of their communication experience.”
As Customer Service Director, Said Safrar’s leadership of the 24-hour multimedia customer contact centre included handling an average of 40,000 customer interactions each day. Nawras enjoys a close relationship with customers. Customers know they can easily get information on pleasingly different products and services at their convenience and recognise that their feedback is genuinely welcomed and encouraged.
Hussain Al-Lawati takes on the responsibility of the extensive sales and distribution network that is serving customers all over the Sultanate. This includes 25 Nawras Stores, more than 1000 dealers and around 15,000 points of sale for recharge cards. Nawras was the first operator in Oman to make buying more convenient for customers by taking products and services to their very doorsteps.
Jim Maxwell joined Nawras as Director of Legal Affairs in 2007. His role was expanded to encompass the regulatory activities of the Company in 2010 when he was appointed Director of Legal and Regulatory. Now as General Counsel he has responsibility for all Legal, Regulatory and Company Secretarial duties, and like all Nawras employees is focussed on ensuring an excellent and pleasingly different service for Nawras customers.
Wolfgang Wemhoff is an experienced international executive with a strong customer centric orientation and expertise which he has developed in such respected companies as Mannesmann in Germany and Vodafone in Germany and Turkey. He has a deep understanding of technology trends and cutting edge practise in both developed and developing markets.
These appointments are designed to bring greater alignment to Nawras while further strengthening the voice of customers at the highest level of the company’s decision making.