Customer Service Representative
First Abu Dhabi Bank
مجموع سنوات الخبرة :7 years, 3 أشهر
• Deliver qualitative services to customers.
• Promote bank products and services.
• Build customer relationships.
• Maintain and manage existing accounts.
• Capture new accounts.
• Opening accounts for new customers
• Handle customer and apply their service less than 7 minutes.
• Respond to customer inquiries and resolve.
• Maintain customer database and update periodically.
• Assist customers in depositing and withdrawing cash.
• Refer complex issues to the management.
• Ensure best practices in rendering services to customers.
• Meet & Great customers with high manners.
• Assist Hr department with Staff performance.
• Receive inquiries from customers through Phone, prospective and CRM.
• Distribute general inquires for sales consultants.
• Print out quotations and orders for vehicles using CDK Global program.
• Assist customers and answer all their inquiries as per the company policy.
• Assist with Tag prices and specification for the showroom display.
• Send inquiry report for General Manager daily.
• Assist sales consultants with cars delivery, and send reports to direct manager.
• Send all showroom requests to Concern Departments.
• Get managers approve for sales requests and archiving all documents.
• Send Inquiry and sales report to General Manager.
• Arrange appointment for test drive, and handle to transfer vehicles from branch to other branches.
• Follow up with showroom requests and customer requests.
• Close deal with customers during absent of sales consultant.
• Follow up with accounts and & Finance departments for refund.
• Meet and greet customers, with responding customer questions.
• Negotiation with all kinds of customer.
• Enter customer information on system.
• Following up with customers and give them excellent service.
• Checking feedback and reply questions, using Email (Outlook).
• Prepare and send reports to managers using system using (word & Excel).
• Close the deal with customer and be sure the customer satisfied from my services.
• Following up with finance department for refund and cash money.
• Checking stock, and raise requests and reports to managers.
• Handle all kinds of customer using (Arabic & English) with communications skills.
• Achieve my target as per company policy.
A- Provide world class customer service by managing shipping process, in compliance policies and procedures.
B- Personally welcome customers using with a pleasant greeting, assist in answering questions in a friendly manner
C- Resolve customer issues and concerns professionally using effective customer service technique
D- Effectively communicate and offer ancillary products and services to enhance customer’s travel experience
E- Emphasis on selling and revenue maximization on core products such as, but limited to, options to waive
F- Answer telephone calls in a timely manner in accordance with best practices and policy standards
G- Achieve personal sales goals while supporting the goals of the team
H- Answer questions and provide directions in a courteous and expeditious manner
I- Qualify and process customer with accuracy and attention to detail
J- Accurately record the customer's information to complete system record and maintain all paperwork associated.
K- Maintain appearance appropriate for providing best in class customer service in accordance with established guidelines
L- Drive continuous improvement by communicating customer feedback to team and engaging in action planning to improve operational performance and customer satisfaction
M- Keep work area organized and free of clutter
A- Coordination. Communicating effectively with overseas partners, customers along with the sales executive on a timely and accurate manner in order to ensure smooth delivery of services.
B- Customer Satisfaction. Providing solutions to customers and aligning internal processes in order to achieve customer satisfaction.
C- Salesman Profitability. Assisting the Sales Executives by way of effective coordination resulting in enhancing his/her profitability.
D- Respond to all incoming calls from customers who require information on our services. This information includes, but is not limited to pricing information (quotations), and product information.
E- Prepare & send quotations to all customer & partner inquiries in a timely manner. Effectively articulate product information, features, and benefits, e.g Rate Enquiries, Request for Quotations (RFQ’s) etc.
F- Accurately enter customer’s booking information on ISS Sales Record & maintain a record (MS Excel) of all inquiries received & quoted. I.e. Quote Ref, Time to quote, business secured or lost, & reasons, etc.
G- Effectively communicate with overseas partners & offices as well as internal departments, Operations (Air, Sea, and Road & Projects) to secure rates, & obtain service specifications, etc. Develop and maintain a professional working partnership with assigned customers and maintain a clear understanding of the customers changing industry and business needs.
H- Monitor and manage commitments ensuring on timely delivery of shipments, and proactive communication is achieved with potential service situations
I- Communicate with Operations on any customer issues such as late deliveries, detention or other problems that may occur. Participate in Customer Service and Sales meetings
J- Maintain & update sales productivity reports for the sales team through ISS Sales
Social Work
