Call Center Representative
Dubai Customs
Total years of experience :16 years, 10 Months
• Responding to the customers ’communications with the Dubai Customs and clarifying services and information according to inquiries or transferring calls to the concerned parties in the authority in a manner consistent with the highest levels of excellence to achieve the highest level of satisfaction
• Responding to customer communications efficiently and effectively through various means of communication (such as phone, email, electronic conversation, website, social media sites) and making sure to respond according to the approved time indicators for the call centre in the authority.
• Transfer phone calls and e-mail to those concerned in the authority in accordance with the requests and inquiries required from the customers and following them up if necessary.
• Receive and register customer complaints received about services and register them in the government complaints system.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Obtain and evaluate all relevant data to handle complaints and inquiries and record details of comments, inquiries, complaints, and actions taken. Keep a comprehensive record of all calls and/or conversations in the organisation’s call centre data bank.
• Receiving and delivering the shipments.
• Handling and arranging cash amounts to concerns departments such as: Customs and Return Services.
• Preparing daily and weekly reports and sending it to the team leader.
• Handling customer complaints and contacting concern departments.
• Responding to customer inquiries.
• Knowledge of Aramex tracking system and prices.
Taking customer’s location and arranging shipments delivery as required.
• Handling customers complains and following up with operations.
• Coordinating with courier person to ensure smooth delivery on given time.
• Acknowledge customer request.
• Tactful in conversations.
• Flexible & versatile to problem may arise during the call.
• Responding promptly to customer inquiries.
• Reaching or exceeding required targets in standard handling time.
• Working in the best interest of both customer needs and company expectation.
Taking customer’s location and arranging shipments delivery as required.
• Handling customers complains and following up with operations.
• Coordinating with courier person to ensure smooth delivery on given time.
• Acknowledge customer request.
• Tactful in conversations.
• Flexible & versatile to problem may arise during the call.
• Responding promptly to customer inquiries.
• Reaching or exceeding required targets in standard handling time.
• Working in the best interest of both customer needs and company expectation.
• Taking customer’s location and arranging shipments delivery as required.
• Handling customers complains and following up with operations.
• Coordinating with courier person to ensure smooth delivery on given time.
• Acknowledge customer request.
• Tactful in conversations.
• Flexible & versatile to problem may arise during the call.
• Responding promptly to customer inquiries.
• Reaching or exceeding required targets in standard handling time.
• Working in the best interest of both customer needs and company expectation
• Monitoring and Resolving’s Dealers issues by emails.
• Handling complaints of customers for dealers.
• Contact Dealers by doing Outbound and inbound calls.
• Update all dealers and contact center team with new procedures and policies.
• Communicate with Abu Dhabi Media Departments such as Financial, Sales, System and Marketing etc.
• Monitoring Data Accuracy, Dealer Accounts, and Stocks.
• Provide technical support for dealers and call center such as Swap requests, Disconnection, Activation and Software upgrade. etc.
• Making the translations and work on online code distribution queue.
• Deposit money into dealers accounts.
• Checking ADTV website in daily basis.
• Update all dealers and contact center team with the new events or offers.
• Generate and forward the daily, weekly and monthly reports to ADM managers.
• Doing the out bound and in bound calls professionally.
• Selling the different products for Abu Dhabi sport channels as a TELESALES.
• Process in-bound and out-bound calls customers calls inquiries, complaints and requests for assistance professionally.
• Dealing with high rank and VIP customers like Sheikhs.
• Hitting required targets in standard handling time.
• Update database files and customer account information to insure accurate account information is being processed.
• Ensure that accurate and correct information is disseminated to customers as per client’s advice.
• Training the new agents about how to handling the customer and inform them about all the company policies and procedures.
• Preparing the required reports for the team leader and call center manager.
• Monitoring the floor when the team leader is not around.
• Perfect knowledge of CMS (content management system), switch board system and telephone etiquette.
• Maintain confidentiality, integrity and availability of information in line with ADTV information.
Responding to customer questions and handling their
objections and complaints.
• Handle all incoming e-mails and faxes.
• Transfer calls to concerned departments.
• Report daily duties upon management’s request.
• Successfully complete any additional responsibility and target that was assigned to me.
• Maintaining data base and spreadsheet files
High school – Passed - 2006