Andrew Samuel

• Handling customer’s complaints for entire Middle East commercial and consumer clients
• Ensure the resolution of customer complaints, within given timescales. Escalate all unresolved
issues/complaints to line manager.
• Ensure that all written communication is carried out as per the customer care procedures and any
contractual specifications. Work with lead handlers to obtain the required information and
formulate draft responses based on the information utilizing the principles of the 3R’s (Reassure,
Relate and Resolve) in every contact with the clients.
• Work towards reducing escalations by ensuring that all responses are quality checked and meet DP
standards, as well as ensuring that all issues have been addressed.
• Prepare and collate complaint management performance information including analyzing data and
providing recommendations. Complete comprehensive monthly reports.
• Respond positively to any new initiatives that are brought into practice ensuring that they
easily becomepart of the customer experience service delivery
• Preparing financial documents for refund process
• Following up with the logistic team to track the shipments
• Good experience with Care-force and Cdax CRM
• Dealing and Negotiate with the ministry of commerce and investment in all the Middle East.

• Attend and conduct project status and review meeting with customers.
• Liaising with clients, delivering efficient service, taking orders and arranging deliveries
• Following up with the clients after_sale to ensure customer satisfaction
• New business development and managing existing key accounts
• Handling client’s complaints and offer compensation for their satisfaction

Coordinate with Oversea, Carrier, Shipping agent and Freight forwarder.
Follow up export shipment.
Coordinate with warehouse for loading export cargo
To performs miscellaneous job-related duties as assigned.
Follow company policies and regulations, and all implemented.

 Obtain financial information from clients. Pull credit report and address issues.
 Determine best Lender and Rate for Clients needs.
 Submit Loan Application to Lender, Ensuring all regulations are met.
 Order Appraisal, Title Reports.
 Attend closing of final loan document signing with a notary and clients.