Customer Service Officer
First Abu Dhabi Bank
Total years of experience :15 years, 1 Months
Currently working with First Abudbabi Bank Since June 2015, UAE as a Customer Service Representative
Skill Set - Credit cards, E-dirham Cards, Prepay Cards, Loans, Accounts, Mortgage, Private/Elite Banking services,
Business Information: Banking / Properties
Provide splendid customer services to customers in a friendly and courteous manner at all times
Have sufficient knowledge about the banking products and services and respond to all inquiries accordingly
Improve customers’ banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay
Ensure that all the bank’s policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties
Inform and suggest new banking products to customers.
Provide information to customers on their account/credit & prepay cards/loans status and account balances and do follow up with respective bank branches if there is any pending request
Conducting maintenance to the customer account and cards like setting up direct debit with desired percentage of payment to be collected / changing bill cycle date, contact details update, credit limit decrease. Increase, debit/ credit cards replacement, blocking of cards, online / Mobile banking setup/resetting passwords, debit / credit cards pending deliveries, redeeming loyalty points etc
Open new bank accounts according to laid down rules and guidelines
Suggest effective ways through which the bank can promote its products and services and increase customer satisfaction
Provide assistance to all other members of staff in other departments of the bank by liaising with them through healthy interactions
Participate in marketing and awareness campaigns in the bank to create an enlarged customer base
Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction
Ensure that customers’ confidential information is properly protected and only used for official purposes
Be involved in performing some financial related and marketing transactions
Channel complex customer complaints and challenges to the right quarters for effective resolution
Continuously update skill by participating in professional trainings, go for courses as instructed by management and be willing to contribute acquired knowledge to the development of the back.
Effective listening skills demonstrated by the ability to listen to other people talk without interruptions, understand them and then propose solutions or make contributions based on the points made
Strong communication skills characterized by excellent writing and speaking skills
possess excellent multi-tasking skills and be able to function under pressure
have good negotiation skills and be able to influence people
have Ability to use the computer efficiently and also learn how to use new software
willing to help others keeping patience in solving problems while maintaining a positive attitude at all times
Keen eye for detail and follow instructions to the letter.
From May 2013 to May 2015 working with Majid Al-Futtaim Retail, Dubai as Sr. Contact Center Representative
Skill Set - Carrefour Customer / After Sale Services (Call Center Department)
BUSINESS INFORMATION: Retail Hypermarket
Goods Delivery status, Rearrangement of deliveries and follow up
Technician / Installation Request and follow up
Directly communicating with supplier via email for any follow like (delivery, installation, technician, refund, replacement/ Exchange, FOC, etc.)
Normal Warranty Claims & Extended Warranty claims
Handling Incorrect or double charge issues
Initiating new processes to enhance customer service and simplify the operations
Maintaining MIS for customers complaints and generating various analysis report to measure supplier performance
Contacting suppliers on regular basis to update the contacts and for customer's complaint which requires urgent attention
Coordinating between the stores and suppliers if there is any issues which needs to be solved like TV installation form for Samsung. LPO not received by supplier. Deliveries to stores. Re-invoicing. Revising of LPO unit price etc.
Ordering full inspection report from supplier for any replacement or refund/exchange.
Online order status and follow up
Loyalty card issues (manual points adding, personal info update, linking card to online purchases, retrieval of login details etc.)
Repair status and follow up
Gift card information/activation
Assisting management in various task like survey data analysis, monthly MIS report, new staff training, mentoring agents in on call queries
Providing general information like Store Location / timings, Policies info-refund/exchange, Repair policies.
From Oct 2010 to Jan 2013 with Hutchison 3 Global Services - H3GS, Mumbai as a Customer Finance Advisor
Skill Set - Customer finance Department.
BUSINESS INFORMATION:
UK Based Telecom Company Since 2002
Taking Inbound calls from Customer and assist them with their queries on their phone/broadband contract.
Provide various Solutions to their Financial Situations.
Negotiating payment best possible options and payment plans with the customer to help the customer manage the debt and their finances.
Processing debit/credit card payments over the phone and get their account up-to-date.
Provide world class customer services keeping the UK telecom rules (FSI and DPA, Money Laundering) and regulation and company policies in mind.
Assisting colleagues with their queries while on calls.
Handling team on shift in the absence of reporting manager.
Conduct process change review and coach team members.
Conduct process refreshers and workshops.
Prepare END OF DAY report occasionally under the supervision of reporting manager
Prepare various daily reports (AHT-Average handling time) ETC, to update team members about their KPS and their standings every day to improve overall team monthly performance.
Making sure that the audit test assigned to team are completed before the deadline.
Keep the team atmosphere positive and professional and give constructive feedback to team member when anyone found following sub-standards.
Conduct basic troubleshooting before getting the call transferred to relevant department for further assistance.
Promote newly introduced product and services to customer after resolving their queries to improve sales.
Keep follow ups for customer in case of pending approval required from management within my department to avoid repeat calls and improve customer services and avoid complaints
From Dec 08 to Aug 2010 with Epicenter technologies private LTD, Mumbai as a Sr. Customer Relations Officer
Program -American Express United Kingdom - Collection Department.
Conduct skip trace to trace the location and contact details of the individuals and organizations to collect overdue amounts and any kind of account receivable.
Research and analyze account before initiating debtor contact.
Examine historical data, Evaluate past collection efforts.
Determine most effective means of collection for each amount.
Composes correspondence requiring knowledge of procedures and practices in collections and also sends a variety of standard collection letters
maintain files on all past due accounts, documenting details of methods utilized to secure payment; utilizes available resources and skip tracing techniques to ascertain locations of persons with past due accounts
Contact customer and establishes reason for past due account situation; make arrangements for payments to bring account current and follows up to ensure obligation is satisfied
Advice debtor with past due accounts of proper payment schedules and the principles of credit of credit standings; and compiles information and prepares a variety of reports on collection activities for clients
Bachelor of science Degree