Customer Service Executive
Mall Of The Emirates
Total years of experience :14 years, 3 Months
➢ Listen to customers’ questions and concerns, and provide answers or responses
➢ Provide information about locations of the shops in the mall
➢ Sell our products which include mall gift cards and stamps
➢ Review or make changes to customer accounts
➢ Handle complaints and find solutions
➢ Record details of customer contacts and actions taken
➢ Review and select standard responses for answers or solutions
➢ Refer customers to supervisors or more experienced employees
➢ Handle all the enquires through emails
➢ Handle lost children and families cases in the mall
➢ Receive each guest call in a professional and friendly manner
➢ Maintain effective communication with all related department to ensure smooth service delivery
➢ Handle every query in a polite and courteous manner and exceed guest expectations
➢ Ensure guests are greeted by name upon calling
➢ Maintain an up to date knowledge of the hotel and local services
➢ Maintain an awareness of guest profile through the Opera guest profile system
➢ Complete management’s long distance call vouchers and record them on the traffic sheet
➢ Maintain the guest wakeup call sheet and deliver calls accordingly on time and to the established standard
➢ Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls
➢ Take messages for guests and management as per the required standard
Key Responsibilities
❖ Receive each guest call in a professional and friendly manner
❖ Maintain effective communication with all related department to ensure smooth service delivery
❖ Handle every query in a polite and courteous manner and exceed guest expectations
❖ Ensure guests are greeted by name upon calling
❖ Maintain an up to date knowledge of the hotel and local services
❖ Maintain an awareness of guest profile through the Opera guest profile system
❖ Complete management's long distance call vouchers and record them on the traffic sheet
❖ Take messages for guests and management as per the required standard
2010-2012
Olive garden Hotel, Nairobi- Worked as customer care representative
Key Responsibilities
❖ Make the guest feel welcome by welcoming them with a warm charming smile using name recognition.
❖ Assisting the guests check in and out of the hotel by escorting them to the lobby.
❖ Printing of registration cards and making room keys for the guest.
❖ Upon check-out, furnish the guest with an accurate copy of her bill and giving a fond farewell
❖ Provide recommendations and directions of local restaurants, bars, and tourist attractions.
❖ Handling any queries and complains that may arise and ensuring guest satisfaction is facilitated at all times
❖ Ensuring that guests have a lovely experience with us that they will become loyal to us always
CAREER ATTRIBUTES
❖ A great pride in my work
❖ A genuine interest in creating satisfaction for guest
❖ An ability to win others over
❖ A highly developed sense of responsibility
❖ Excellent communication skills.
❖ Excellent organization skills.
❖ Flexible/adaptable - able to adjust to changing circumstances, solving problems and understanding new concepts.
❖ Sensitive to other people's key qualities, their needs and differences.
❖ Honest, confident, loyal, hardworking and ambitious.
Dubai Centre of Ambulance Services Certificate in First Aid Training November 2013
British Council Dubai: Certificate in Advanced Intermediate English September 2013
Magtech inspiration Centre: Certificate in customer service December 2011
Arknet Computer College Computer Proficiency course May-August 2008
Wise men College Diploma in call Centre 2006 - may 2008
Spring Board High School High school diploma 2002-2005