Customer Service Representative
Al Burj Holding
Total years of experience :4 years, 8 Months
• Response to date and time of service level (SLA’s)
• Check SLA breaches.
• Receive direct dispatch requests, response and inform the onsite team
• Response emergency, urgent, routine requests
• Dispatch the requests according to the priority it is
• Daily check on activity sheets
• Receive inbound calls from tenants to schedule appointments
• Follow up with onsite technicians to attend as scheduled time
• Handle business what’s app for scheduling and rescheduling appointments
• Handle live chat support
• Update the system with the accurate information -customer appointments date and time to create visibility for the client.
• Identify and escalate priority issues.
• Dispatch all Emergency requests to the operation team for an immediate action.
• Monitor customer care e-mails and response e-mails for updates.
• Clarify action taken on escalated issues.
• Call customers for feedback and satisfaction on complete work requests
• Call customers for plan preventive maintenance
• The following are the some of the task where I had completed the customization based on customers:
• Follow up customers calls where necessary.
• Assisted with tracking of items on a routine.
• Respond to customer inquiries.
• Managing and resolve.
• Generate customer interest in the services or products offered by the company.
• Obtains client information by answering telephone calls; interviewing clients; verifying information
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits and follow up.
✔ Provide Internal and External customers with accurate information Regarding Faisal Islamic Bank products.
✔ Handle Telephonic enquiries and cross-selling of Faisal Islamic Bank Retail Banking Products.
✔ Provide correct information to all customers regarding their accounts, Credit cards, loans etc.
✔ Answer customer queries and resolve simple complaints immediately.
✔ Initiate outbound calls when required and adhere to call scripting.
✔ Cross sell various retail banking products and generate leads
✔ Capture complaints and forwarded them to Interact Team.
✔ Customer-centric, focused and answer customer queries with Confidence
✔ Maximize returns and minimize risk and enhance relationships for the Bank.
✔ Produce high quality calls and continuous follow up that leads to complete customer satisfaction.
✔ Be able to adhere to internal departmental policies and meet job
Specialized in Java Programming and networking