Dina El-Hajj

Customer Service Officer& Call center Officer at Diet Center

• Kuwait
• My current job since June 2013

The first point of contact for all customers, my primary role within the team, is to provide and promote a professional,
high quality, front line customer focused service to all customers and meet each customers individual needs and
wherever possible resolving inquiries at first point of contact.

Responsibilities:
* Answering telephone calls, book appointment and coordinate with other departments, as well as transfer calls
accordingly
* Meeting and greeting visitors at all levels of seniority.
* Organizing and maintaining diaries and making appointments.
* Receive walk-ins and process new client accounts, maintaining customer accounts, implementing changes to
existing accounts, and filing documents and other paperwork.
* Handle and deal with all the received feedback that needs escalation from different contact channels, (Hotline,
Online, Walk in, and Social Media).
* Ensure all pending High Priority feedbacks are resolved and closed within the agreed service level and in
accordance to procedure manual.
* Generate Weekly/Monthly/Quarterly report and analyze findings related to the escalated complaints.
* Resolves problems by clarifying issues; researching and exploring answers and alternative solutions
* Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
* Maintains an accurate call center database by entering information.
* Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring
opportunities to add value to job accomplishments.
* Devising and maintaining office systems, including data management and filing.
* Producing documents, briefing papers, reports and presentations.
* Organizing and attending meetings.
* Maintain electronic and paper records ensuring information is organized and easily accessible