Customer Support Specialist
dubizzle
Total years of experience :5 years, 11 Months
Responsible for communicating with customer’s interactions via multiple channels that include phone, email and social channels, assuring a high level of customers satisfaction by providing solutions and solving problems in an efficient time and review and moderate all user-generated content and user profiles within forums, comments, images, videos and audio
Engage and answer questions from customers as well as nurture user relationships on social media, Experience building metrics to monitor and measure success of community engagement and customer feedback, Moderate communities located in Dubai Islamic Bank social networking accounts including Facebook and Twitter, Develop and implement strategic plans that grow communities on Facebook and Twitter, Handle complaints professionally while attempting to solve the problems or at least propose solutions in accordance with banks policies and guidelines.
Handled customer account inquiries, complaints, balance and transaction questions, and payment extension/service requests. Calm angry callers, repair trust, and locate resources for problem resolution and design best-option solutions. Interface daily with customers and potential customers in order to initiate sales as well as cross-sell complete banking services range to present prospective customers.
Managed service operations with focus on implementing policies and procedures. Handled post-sale service operations while ensuring customer satisfaction and business retention. Ensured that operations at the service points match the company’s standards and ensured customer satisfaction by achieving delivery and service quality norms. Identified improvement areas and implemented measures to maximize customer satisfaction levels.
Oversaw and coordinated the day-to-day running of projects by assisting Field researchers and senior management. Also involved in the development, updating and monitoring of business and action plans.