Customer Service Executive
Danube Group HQ
Total years of experience :17 years, 4 Months
• Managed a team of customer service representatives in dealing with complaints and inquiries
• Exceeded the Danube Home sales goals by providing effective customer service
• Assisted colleagues, managed email correspondence, and coordinated technician schedules to ensure that all work was done in a timely manner
• Contributed to the company’s highest quarterly customer satisfaction rate
• Handled customer complaints, organized and maintained all documents and records
• Responded inbound and outbound international calls, completed call notes and call reports, and updated them in the CRM system
• Provided an outstanding level of service with each customer by meeting his needs
• Demonstrated professional etiquette and manners, improving positive feedback immediately
• Communicated with customers via phone or email to resolve any product issues, ensuring the all-time great customer experience
• Resolved customers’ complaints while identifying problems and transferring inbound calls to the appropriate staff
• Handled 70% of infrastructure of Mohammed Bin Zayed City project in Fujairah
• Prepared all the documents and drawings required by the Dubai Municipality
• Developed detailed customized approaches to infrastructure projects, ensuring excellent design and financial outcomes
• Scheduled projects to meet objectives and timetables
• Collaborated with management and fellow supervisors to organize efficient operations and achieve demanding schedule targets
• Provided details about tickets to customers and assisted with trip planning through scheduling, pricing and identifying the best transportation routes
• Processed order transactions and provided customers with detailed itineraries, tickets and receipts
• Input appropriate information into CRM system, including customer reservations and contact details
• Received inbound and outbound international calls, responded to customer requests for services and company information
• Collected customer feedback and made process changes to exceed customer satisfaction goals
• Suggested new procedure to persuade cancelling customers to stay with company, resulting in decrease in cancellations
• Offered advice and assistance to customers, paying attention to special needs or wants
• Evaluated components and final products against quality standards and manufacturing specifications
• Created and deployed the best practices to improve efficiency and reduce defects
• Monitored performance and generated reports detailing quality of product and defect rates
• Performed visual inspections and non-destructive tests where appropriate
Courses
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