Senior Customer Service
Dubai Land Department
Total years of experience :7 years, 6 Months
- Respond to incoming calls, emails and other message from customers
and give them the right answers and directions.
- Give accurate direction and support to team leaders to facilitate
successful completion of organization’s targets and performance goals.
- Carefully identify problems that might arise from operations with the use
of ethical procedures and professional judgment.
- Make use of proven business techniques in the identification of lapses
and loop holes in the organization’s customer service department and
recommend better strategies that will yield better results.
- Use expertise to build strong healthy relationships with clients, convince
them of all benefits of doing business with the organization and create an
open and accessible communication rout for free flow of information.
- Intimate employees with the rules and regulations of the organization in
order to enable them work in accordance with acceptable standards as
this will affect their level of productivity and performance.
- Liaise with other trainers/training departments to ensure that employees
are very knowledgeable about work ethics and latest trends obtainable in
the business market to obtain better results.
- Serves as mediator between customers and clients in cases of disputes
which may arise in the course of business transactions, and also mediate
between employees and employers to ensure that the interests of both
parties are dully protected.
Assist to sell various banking products for organization and ensure optimal level of customer services through various sales calls on telephone. Administer and ensure compliance to all sale objectives.
Manage selling of various products in professional manner.
Monitor all customer queries and ensure timely response to all issues. Coordinate with customers and provide various company plans and services and detail quote for all required information.
Maintain and update knowledge on all company products and services. Maintain knowledge on all competitor products and services and analyze all advantages and disadvantages for various products.
Ensure optimal utilization of all sales tools and resources.
Documents and maintain all records of sales activities and provide updates as per requirement.
Manage various documents for all sales sources efficiently.
Administer all underwriting process and maintain records for same. Participate in all departmental meetings and provide training for same.
• Managing large amounts of inbound and outbound calls in a timely manner.
• Following call center “scripts” when handling different topics.
• provide customers with product and service information.
• manage and resolve customer complaints.
• Identifying customers’ needs, clarify information, research every issue and providing solutions.
• Frequently attend educational seminars to improve knowledge and performance level.
• Meet personal/team qualitative and quantitative targets.
• Identifying and assessing customers’ needs to achieve satisfaction.
Selling a full suite of bank products such as cards, loans and banking accounts with associated add-on products. Negotiated prices, terms of sales and service agreements. Wrote sales contracts for orders obtained and submitted orders for processing. Attended monthly sales meetings and quarterly sales training. Met existing customers to review current services and expand sales opportunities. Acted professionally and patiently when addressing negative customer feedback. Accurately documented, researched and resolved customer service issues. Generating referrals through high quality customer service. Proficient in selling to mass market customers. Provide best product/service option to customers based on their need Key Competencies. Openness - proactive approach to customers and the ability to recognize needs and propose solutions. Building relationships and customer orientation / business awareness / self-confidence.
* Collecting accurate inquiry information from various sources.
* Preparing all kinds of needed guarantees from clients.
* Preparing and submitting of credit application using model.
* Accurate recording of company's credit policy terms with the customer.
* Collecting checks and bills of exchange from clients or meeting them.
* Identifying and recommending the need for “special accelerated audits”.
* Participating in the execution of all liquidation plans.
* Analyzing the financial condition of every client.
* Maintaining documentation on collateral audits and providing
feedback to Commercial Credit Manager on audit results.
* Providing strategic input into action plans which address account
dealers with unacceptable audit results.
* Performing „Keeper‟ duty and related mitigation tactics in an effort to
limit credit loss by realizing maximum value of collateral assets.
* Recommending audit frequency for assigned accounts and instructing
the Audit Specialist accordingly.
* Coordinating balance out process to ensure reporting accuracy and
procedural compliance prior to funding.
* Preparing special reports for use by the Commercial Credit Manager
and Commercial Credit Risk Manager to take their opinion into
decision.