Customer Service Representative
FedEx
Total years of experience :12 years, 1 Months
a proactive approach to customer requirements based on historic transactions available in common CS system.
•Communicate accurate & complete shipments statuses from the common track system.
•Provide solutions & alternatives based on customer needs.
•Check collection availability from sending customer & arrange consignment note completion.
•Check exceptions regularly & proactively call customer to advice of collections problems.
•Aims to resolve the complaint during the first contact with the customer.
•When passing the complaint to an appropriate owner ensures accurate & full details are recorded in the system.
•Conversion of price & transit time enquiries into bookings.
•Promote premium products & services options based on customer needs.
•Identify special services opportunities & pass these to SPs.
•Accurately enter the required data into the booking system to facilitate correct & complete consignment collection.
•Record accurate details where follow up by another department is required.
•Proactively ensures that customers are aware of necessary paperwork & any special instructions.
•Generate sales leads.
•Identify and escalate priority issues.
•Performed additional duty at the Reception.
Monitoring competitor activities.
•Conducting market visits on a daily basis in order to bring new businesses and to follow up with existing clients.
•Assisting in the execution of various marketing initiatives and promotions.
•Building and maintaining influential relationship with the existing and prospective clients.
•Answering client claims and ensuring that they are resolved in coordination with the concerning department.
•Reporting daily client visits to the Management.
•Liaising with Branch Managers, Tellers, Restaurants and Print Media.
•Organized events and meetings.
•Cold calling to arrange meetings with potential customers to prospect for new business.
•Writing and maintaining records of Minutes of meetings.
•Maintaining record of stocks of Flyers, Posters, Roll up and giveaways.
•Update official page of ENJAZ on a daily basis, answering customer queries on social media and keep postings on official page of ENJAZ.
•Opening and updating remittance a/c for customers.
•Monthly visits of branches in different cities of Saudi Arabia.
Achievements
•Make action plan for ENJAZ in order to bring innovative changes and providing state of the art facilities to valued customers.
•Take initiative to introduced customer feedback forms for ENJAZ in English and Urdu.
•Take initiative to launched official page of ENJAZ on Facebook.
•Take initiative for the ENJAZ Privilege Club Card and proposed idea to launched Privilege Club Card.
•Take initiative to introduced performance evaluation method for the customer service representatives and tellers which are based on rating scale.
•Received certificate of appreciation from ENJAZ/Bank Al Bilad on outstanding performance for the year 2013.
•Received certificate of appreciation from Habib Bank Limited of Pakistan on outstanding performance for the year 2013.
•Received certificate of appreciation from TNT in 2015.
•TNT Products & Services training certificate in 2015.
•TNT Seamless Import Experience training certificate in 2015.
•Received certificate of appreciation and award from TNT in 2016.
•Received certificate from United Nation “The Fight against Corruption” in 2016.