Customer Service Officer
Holford Facilities Management
Total years of experience :9 years, 5 Months
• Handle calls and complaints from clients.
• Handle incoming queries and complaints from clients through mail.
• Establish excellent working relationships with clients.
• Develop, maintain, and continuously seek to improve client relations.
• Continually evaluate procedures/processes and suggest methods to improve efficiency.
• Create and update work orders in the facilities management system.
• Preparing service reports and work completion certificates.
• Communicating with the facilities management team.
• Liaising with the site supervisors to ensure client requests are processed efficiently.
• Primary point of contact for credit card account holders, providing superior customer service and answering in depth account questions.
• Monitor accounts for fraudulent activity and liaise between customers and compliance department to resolve issues.
• Assist customers in understanding their bill, processing transactions and making payments.
• Manage and resolve customer complaints.
• Maintain customer profiles and ensuring proper documentation is provided and obtained.
• Update existing customer information in the database.
• Maintain confidentiality of bank records and client information.
• Engage customers by going the extra mile.
• Monitored social media posts directed at (or about) Qatar Airways from customers or the general public by using a bespoke Social Media Customer Care platform. (Meltwater)
• Reviewed posts and discussions about Qatar Airways from customers or the general public.
• Identified consumer intent to directly respond, refer or escalate posts/communications to other internal business units.
• Liaising with operations regarding flight delays, schedule changes and reservation queries.
• Handled customer queries regarding fare quotes, flight status and booking status.
• Provided customer service and support services for e-commerce portal Naaptol.
• Handled incoming questions and queries from customers through mail.
• Handled upset and escalated calls.
• Evaluated and identified opportunities to improve process and customer experience.
• Responded to customer’s tweets and FB posts.
• Monitored social media channels for trends and feedback.