Digital Phone Banking / Customer Service Officer
Bank Alfalah
Total years of experience :5 years, 4 Months
Brief Job Description :
• Served as the primary point of contact for customers who call the bank for assistance regarding the banks products and services, including accounts, loans, credit cards, and other financial products.
• Acknowledge the customers concern and show empathy in a professional and courteous manner.
• Coordination with concerned departments and following up with customers to ensure satisfactory resolution by using streamline communication channels and ERP software to improve response times data update.
• Ensure the online booking or Cross-sell of products and services on installment that customer needs to buy according to the availability of stock.
• To ensure the escalation of complaints and financial disputes for refunds or investigation process with documentation for track records to maintain the high standard services of bank.
• To ensure that all queries and complaints are addressed within the minimum possible time.
Promoted as Senior Customer Service & Training Associate in Talabat Project (June, 2021 To Oct, 2022)
Brief Job Description:
• Primarily handling Live Chat Messages from customers simultaneously and addressing their inquiries, requests, and concerns about their orders status.
• Responding to customer inquiries promptly and accurately.
• Assisting customers in placing orders, tracking deliveries, resolving order discrepancies, and providing information about delivery times and policies.
• Sending E-Mails (Scenario Base) to the restaurants & Stores to follow up on the late orders.
• Resolve the queries of customers related to refunds, Vouchers, and product issues through live chat channel.
• Arrange Outbound calls to express genuine apologies on behalf of the company for the inconveniences or dissatisfaction experienced by customers
• Outbound Calls to restaurants and riders to put instruction from customer end and follow up on the orders to update with customers.
• Providing technical assistance to customers who may encounter issues regarding the online ordering systems, payment processing, or navigating the companys website or mobile app.
• Mentoring & Shadowing the newly joined staf regarding their job roles and responsibilities.
(Concerned Project: Uber Technologies Inc.)
• Promptly and efectively addressing inquiries, feedback, and complaints from the riders and drivers via email, chat, and phone calls.
• Investigating and resolving issues such as billing discrepancies, trip-related problems, app errors, business account issues, and safety concerns in a timely and professional manner.
• Escalating the issues with concerned team for investigation to maintain the service standards.
• Handling user concerns with empathy and professionalism, to provide a positive experience.
• Maintaining accurate records of user interactions, documenting issues and resolutions, and providing feedback to relevant teams to improve service quality.
• Collaborating with other departments such as operations, technical support, and safety to resolve complex issues to improve overall service performance.
I have excellent academic record averagely above 80 %
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