Senior Customer Service Representative / Phone Banking Officer
[Bank Al-Falah]
Total years of experience :5 years, 4 Months
• Serving as the primary point of contact for customers who called the bank for assistance regarding the banks products and services like accounts details, loans, credit cards and other financial products.
• Acknowledge the customers concerns and show empathy in a professional and courteous manner.
• Facilitating card blocking on immediate basis in case of their bank’s card lost, stolen or misused.
• Escalating complaints to Fraud Risk Management Unit (FRMU) if customer faced any problem about suspicious attempt or misuse of their cards at online portals or POS machines.
• Escalating unsuccessful transactions claims to Dispute Resolution department for refunds using DRS Channel.
• Helping the customers to change their Mobile numbers/address after proper SMS authentications.
• Coordination with concerned departments and follow up with customers to ensure satisfactory resolution by using streamline communication channels and ERP software.
• Providing technical support to customers who encounter difficulties while using Alfa mobile App like funds transfer error, App blocking, password reset, new device binding issue and troubleshooting.
• Guiding customers about the Cards activation and blocking process on call and Alfa mobile app.
• Coordinating with other departments such as technical support, Quality Assurance, and product development to resolve complex issues or escalate highlighted issues to relevant departments.
• Documentation of interaction using ERP software for track records to maintain the high standard services.
• Ensure the escalation of complaints and financial disputes for refunds or investigation process.
(Mindbridge is a Company like BackOfice FZ LLC in UAE) Tenure: June, 2021-October, 2022 Designation: Senior Customer Services & Training Associate (Project: Talabat)
Responsibilities:
• Primarily handling Live Chat Messages and emails from customers and addressing their inquiries, requests, and concerns about their orders status (E-Commerce).
• Responding to customer inquiries promptly and accurately.
• Assisting customers in placing orders, tracking deliveries, resolving order discrepancies, and providing information about estimated delivery times (EDT) and policies.
• Sending E-Mails (Scenario Base) to the Restaurants & Stores to follow up on the orders.
• Resolve the queries of customers related to refunds, Vouchers, and product issues through live chat channel, Calls and Emails.
• Escalating complaints and refund claims to concerned departments to uphold customer satisfactions.
• Arrange Outbound calls to express genuine apologies on behalf of the company for the inconveniences or dissatisfaction experienced by customers.
• Outbound Calls to stores or riders to put instruction from customer end and follow up on the orders EDT.
• Submissions of customers interaction, inquiries, and resolutions as record on ERP for future reference
• 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 with guidelines.
Achievements:
• Promoted as Senior Customer Service Representative & Training Associate (Trainer) on the basis of Customers Satisfactions (C-SAT) Metrics achieved 75% to above 90% for 6 months continuously
• Assigned the role of Training Associate for mentoring of new oficers due to good product knowledge
Designation: Customers and Rider Support Executive (Project: Uber Eats) Responsibilities:
• Promptly addressing inquiries and complaints from the customers and riders via email, chats and phone calls.
• Assisting customers and riders in resolving problems and complaints eficiently and efectively.
• Educate riders on company policies, procedures, and terms of service to ensure compliance and understanding.
• Making Outbound calls to customers to update them with their order delivery status after interaction with rider.
• 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 users interactions, documenting issues and resolutions with feedback.
• Collaborating with other departments such as operations, technical support, and safety to resolve complex issues to improve overall service performance.
• Adhere to service-level agreements (SLAs) and quality metrics to deliver high-quality support services.
Having good grade
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