Customer Service Assistant
Bluefin Trading Ltd.
Total years of experience :15 years, 3 Months
Responsible for managing the ordering activity for the organisation,
including timely and accurate entry and processing of all orders received.
Evaluate all orders and ensure accuracy of all forms and inform
management for all incomplete orders and verify all client information to
deliver all products.
Assist in the processing of online purchases quickly and while providing
superior service to customers.
Field calls and E‑mails of customer inquiries.
Assist with returns and the RMA/Returns process as needed.
Coordinates with shipping carriers to ensure the safe delivery of all
packages.
Demonstrates a sense of urgency and dedication to exceed customer
expectations and earn loyalty through accuracy, efficiency, courtesy, and
knowledge.
Demonstrate knowledge of computer components to assist customers
with technical questions as needed.
Handles and solves customer complaints.
Provided information about Medical Requirements to the customers.
Processed customer applications forms, ensuring all information is
captured accurately
Guided people about the medical facilities and other facilities available
Took photos for customers for visa and emirates ID photos for children
below 15 years
Prepared Customer Medical and Emirates Id typing documents
Checked and completed Medical & Visa processing documents of
Customers
Processed Medical/Emirates ID typing accurately & timely
Assured online payments of Medical typing through online Banking
Solved customers' grievances at our best
Coordinated with DHA Medical Staff and issued the Medical Tokens to the
Customers for Entrance in DHA Zone
Used the ERP System of Emirates Secretarial services and other IT Devices
Followed the organization's procedures, policies and standards for the
department
Provided administrative support to the general accountant
Managed petty cash for each cashier in the company
Calculated and checked to make sure payments, amounts and records
are correct
Processed and recorded transactions, prepared reports and budgets
Assisted with audits, fact checks and resolving discrepancies
Checked inventory periodically to determine reordering needs and verify
records
Recorded or documented changes in inventory
Prepared LPOs for the company
• Ensured collaboration with Floor Leaders and Schedulers, accurate and timely agent schedules.
• Focused on real-time/intraday agent productivity, performance exceptions and schedule adherence in
collaboration with the command center.
• Executed system modifications (e.g., schedule updates and queue moves) and/or issue procedural
notifications based on trigger events e.g., AHT, volume, attendance, etc.
• Coordinated trouble tickets and escalate issues as required.
• Worked with the Floor Leader to ensure accurate and timely schedules are available to the agents.
• Effectively used technology, tools, and other floor management resources to optimize client service levels and program economic performance.
• Managed intraday client, program, or line of business performance to meet or exceed contractual
requirements.
• Provided actions to agent’s requests while balancing operational performance, contractual requirements and the needs of the business.
• Initiated and executed plans for unusual volume or agent availability situations including the movement of
agents in CMS (queue/line management).
• Input intraday scheduling exceptions as required (e.g. training, breaks, lunches, meetings, VGH, overtime,
IGH, etc.), through either Digital Solutions (payroll impacting) or IEX.
• Point of contact for system administration for the agents and for opening/following up on trouble tickets to
ensure all tickets are resolved.
• Provided floor management direction through face-to-face communications, phone, and messaging
applications e.g., QuickCom with agents and the command center.
• Tracked, updated as needed, and reported operational results e.g., schedule variance, timekeeping (TKS)/phone
(CMS) variance (Harmony), overtime, occupancy, agent productivity, etc.
• Weekly call with Sr. Operations Managers for Staffing and Program updates and performances
• Helped develop forecast potential revenue or document a pricing process
• Performed daily, weekly or monthly analysis and present findings along with areas where you identify room for improvement
• Generated and analyzed and reviewed data, such as budgeting and accounting reports, to support strategic initiatives
• Set up and maintained documentation and standards
• Accepted call-ins for absences and sick leaves and updates agents schedules
• Reported real-time schedule changes to Sr. Operations Managers, Operations Managers and Supervisors
• Coordinated numerous programs designed to improve the productivity of employees, including training, talent acquisition and performance evaluation
• Maintained agent level schedules and attendances, assigning shift schedules for all (TSRs and CSRs)
• Updated and maintained employment contracts, attendance reports, personnel data and benefit packages
• Created simple templates using MS Excel as directed by Superior
• Uploaded monthly data to clients web based applications
• Uploaded and updates schedules of agents on HRIS
• Approved Overtime, Log Modifications, Sick Leaves and Vacation leaves before payroll deadlines on HRIS
• Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
• Gathered customer’s information and determine required steps for results and resolutions;
• Processed and analyzed customer’s product or service requirement
• Prepared statement of requirements to enable team members to prepare estimates and proposals
• Identified any work needed to install the product and discuss training requirements with the customer
• Supervised installation and troubleshoot any initial operating problems
• Responded to issues and questions on product support through chat and email
• Doing back office support as necessary
• Liaised with customers to obtain feedback on product performance and organize any necessary modifications
• Dealt with customers’ technical queries and monitor support requests to ensure that the product's meeting requirements.
• Precisely recorded all known issues in bug tracking system.
• Assisted with the development and maintenance of knowledge base used for problem resolution.
• Performed assigned tasks such as generating End-of-Shift Report