Senior Customer Care Executive
Emaar Misr for Development
Total years of experience :17 years, 0 Months
Handle complaints in a timely manner and make sure to finalize the cases by resolving the client’s problems in most efficient way.
provide the client with the needed info, Achieve his satisfaction, log the case on oracle and close it by completing all the necessary actions (Exceptions, transfers, upgrades/downgrades…etc.) accurately in a high speed and makes sure that all the paper work required for the case is available and the cases are logged on oracle.
Handling most of complains during summer season like (Construction Surrounding, design, handover delay, landscape delay, lighting, quality of finishes, swimming pools, site tours …etc.).
2011 crisis handling.
Customer satisfaction and retention: Focusing that the customers are my most valuable asset and there is no compromise when it comes to their satisfaction and assure them that our main target is to achieve their satisfaction by building rapport and showing care to the customers that I'm following up on their cases meticulously and I spare no effort to resolve the situation.
Resolve customer issues regarding their financial statues, finishing issues and any other complaints related to their units.
Retaining customers by conveying them the values and the ROI of our products
Receives client’s modification requests, present them to the team in charge, log the cases, receives quotations.
Oracle usage: Maintain accurate customer history in Oracle via ‘Interactions’ and ‘Service Requests’ in accordance with Customer Care SLAs.
Escalate customer issues and report major problems to Superiors.
Take client for site tours at our three projects to provide full presentation on construction progress, finished phases, new launched products, delivered/undelivered a
Provide clarification to customers with regard to Customer Care policies & procedures.
Attend staff meetings and proactively raise issues for group discussions and information sharing.
Prepare meeting agendas.
Facilitate team meetings using appropriate brainstorming, problem solving, decision making, and project planning techniques.
Manage meetings according to the team’s agreed upon guidelines.
Answer customer inquiries: Responsible for receiving all clients inquires and assist and reply all their inquires.
Communicate with customers through various channels (emails, calls, fax and office meeting): for receiving all their inquires and complaints.
Resolve customer issues regarding financial, finishing issues and any other complaints related to their units.
Follow up with clients the progress of requested tasks: Keep following up with all clients the progress of their requested tasks and its current status.
Document every case in daily log, and send it weekly to Coordinator and follow up the status of the case and when it gonna solved.
Delegate team tasks as needed (e.g. recording, gathering information, etc.)
Handling CRM.
Assist clients to handover their units: Receipt of all clients’ complaints regarding the handover of the units and follow up till assist the clients and handover their units; in addition to, site visits to check the complaints.
Ensure that plans are entered into the standardized format and updated at least monthly
Answer question and provide information to the public concerning complaints and questions when referred by clerical staff.
Sort and distribute incoming and outgoing mails.
Establish a strong working relationship with Finance, Treasury, Construction, Facilities and Legal.
Escalate cases where customer refuses to pay outstanding amounts
Front Office Executive
Sep 2007 - Nov 2007
Handle all inquiries within my capacity.
Do phone surveys/inquiries as needed.
Arrange essential mail in priority action order for Manager.
Handling Payment follow ups, petty cash, etc
Handling of Business cards, Nameplates & I D cards related issues.
Maintaining Official files, couriers, and stationary.
Handled client’s documentation using Oracle Int’l database system.
Maintaining an orderly and efficient filling system of all records, documents and correspondence.
• Property Consultant (Sales Department) Dec 07 - July 09
Reporting to the Director of Sales
Generated direct sales leads and prospects.
Pushing the point of sales within different market segments.
Coordinating out door visits to certain selected customers.
Setting organized sales channels within the market.
Acquired high level of knowledge about several sales tools.
Handled client’s documentation and booking units using Oracle Int’l database system.
Holding final negotiations and deal closing meetings.
Attempting successive sales calls for new and existing customers.
Adding certain qualified companies on the Bank’s target market list.
Achieving set target on the Credit Cards level and Loans level.
Resolving complains and customer handling.
Course included: international Marketing, Economic Fluctuations, Foreign Trade, Management Organization, Export & Import, Financial Market and Political Science.