Customer Service Advisor
British Council
Total years of experience :18 years, 9 Months
•Managing a specialized team in registering & delivering the title deeds & ownership certificates for different real estate projects & villas in various countries (USA, UK, Spain, UAE, Lebanon, Egypt).
•Coordinating between the Advocates network & the operation and service department to liaise any legal matter (court cases).
•Responsible for the contracting, retainer agreements & following up as well with the international lawyers and the US title companies.
•Point Of Contact with the internal & international branches of the company regarding (reservations - status of conveyancing - tax & insurance services).
•coordinating with the finance team all the financial matters related to purchasing the properties & the revenues.
•Compilation and drafting the department reports periodically and presenting it to the CEO.
•Helping to recruit, train and appraise new staff. Also, developing and updating customer service policies and procedures
•Dealing & Communicating with the property management companies in U.S. daily to make sure the process going smoothly through e-mails & overseas calls and get the updates on the properties status, the court hearings & summons if any to guarantee the property maintain & protection.
• communicate with the treasurer's offices in the different states in USA to make sure of receiving the correct tax invoices of the real estates & forward it to the owners.
• Preparing the Management Agreement for the new recorded properties, maintaining database by entering new and updated customer and account information
• contacting the U.S insurance companies to get the best deals for properties & liability insurance policies of the U.S properties in order to marketing it to the clients.
• Helping to develop or update client relation policies and procedures.
• Managing and leading a team of client relations staff
• Handling more complex inquiries and Requests
• Auditing & approving the Arabic flyers, booklets and brochures of the new real estate projects.
• Authorizing refunds or other compensation to customers
• Making sure accurate records are kept of communications with clients
• Analyzing key management information to see how well clients are being served
• Helping to recruit, train and appraise new staff
• Keeping up to date with developments in client relation, for example data protection.
• Assisting the Executive Manager of the company developing & completing all the work requirements.
• Helping to develop or update customer service policies and procedures
• Managing and leading a team of customer services staff
• Handling more complex inquiries and complaints
• Authorizing refunds or other compensation to customers
• Making sure accurate records are kept of communications with customers
• Analyzing key management information to see how well customers are being served
• Helping to recruit, train and appraise new staff
• Keeping up to date with developments in customer service, for example data protection.
Working in Sheraton Kuwait Hotel & Towers and Four points by Sheraton Kuwait in front office(.450 rooms Five Star Hotel with 8 F& B outlets, Banqueting and Outside Catering facilities caters for an average of 1400 guests per day).
• I am responsible for welcoming, greeting and registering the guest.
• Providing outstanding guest service during their stay.
• Settling the guest’s account upon completion of their stay.
• Making and modifying reservations.
• Hotel operator (answering international & local calls).
• Concierge duties (arranging rental cars & transportation for the gusts during their stay, receiving & sending Packages).
• Solving problems for internal and external customers.
Contacting customer Face to Face and handling different type of Requests and complains.
Making Group Reservation upon the request of the guest
Organise business meetings.
Assisting the guest to use Computer also some kind of IT works
Ticketing, Such as Reconfirmation, Rerouting, Re validation, Endorsing and all kind of ticket works
Sending and Receiving Local and International faxes, E-mails.
Letter Drafting and Scanning
(serving the guest in all aspects during his stay in the hotel)
• Teaching English in a governmental prep school.
• I have taught many of the curriculum (experimental / languages).
The Academic degree of a licentiate in English language and education for the phase of fundamental teaching.
