Sr.Customer Service Specialist
Al Futtaim Group
Total years of experience :7 years, 7 Months
• Welcome visitors in person in a positive and professional manner at the reception desk.
• Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, scheduling appointment & confirming to customers.
• Composed, typed and proofread correspondence, scheduled meetings, general clerical duties including photocopying, fax and mailing.
• Ensured smooth running of operations of day-to-day affairs in the respective department & branches while acting as a single point of contact between the internal/external clients & Vendors.
• Responsible for preparing quotation or Estimation, including descriptions, prices, delivery and shipment method, negotiated at agreed margins to get LPO.
• Prepare Purchase order in order to order stationary, materials, goods for the Workshop, comparing items requested to master list; review inventories items in stock delivery, obtaining approval from requisitioning department.
• Conducting extensive follow-up for receipts, outstanding payments & credit control in monthly wise.
• Provided effective service and achieved maximum customer satisfaction whilst achieving established departmental KPI's for resource utilization by conducting surveys and analyzing results.
• Monitoring monthly reports for demo vehicles, booking, incentive, over time, and staff leave.
• Trained & supervised staffs during a period of company expansion, ensuring that they pay explicit attention to company policies and minute details.
• Managed cash transactions using cash registers, handled petty cash, vouchers & utility bills payments, daily reconciliation of cash and cheque, accounts payable/receivables, petty voucher preparation, parking and sending to finance department.
• Attended visitors and directed various queries to relevant departments as well as handled independent correspondence, preparing material for meeting presentation.
• Managed overall administration duties such as handling enquires via phone, fax and email, dealing with complements & complaints, word processing, filing, photocopying, keeping record of incoming & outgoing phone calls, couriers and faxes.
• Managed various other activities viz. booking of conference rooms for various business meetings; ordering front office supplies & keeping inventory of stock; updating calendars & schedule meetings; and preparing papers for meetings, taking action points and writing minutes.
• Supervised the staff members and ascertaining each member delivers prompt service to the customers and efficiently managed crisis situations, provided feasible and innovative solutions to manage the situations.
• Discharged responsibilities of a Call Center Agent and involved in providing personalized customer service by responding to the needs of the customers and managing large amounts of inbound and outbound calls in a timely manner.
• Grabbed opportunities to up sell products and managed & updated customer databases with the status of each customer.
• Built and maintained healthy business relations with clients, ensuring high customer satisfaction matrices by achieving delivery & service quality norms.
Graduation Degree: 79. 5 % (Scientific Section)