Customer Care Specialist
Eyewa
Total des années d'expérience :5 years, 1 Mois
- Respond proficiently, to customer queries through various communication channels such as phone calls, emails, Live chat, and social media, ensuring timely resolutions, and maintaining targeted FRT, SLA, and AHT
- Understand customers' needs, inquiries, and complaints by engaging customers with active listening, showing empathy, providing customized resolutions, and following up to maximize their satisfaction
- Maintain updated records of customer interactions and resolutions by performing accurate data entry in ERP, communication channels, and CRM
- Utilize ERP, CRM (Zendesk), and internal communication channels (Slack and emails), to deliver comprehensive assistance to customers while achieving the targeted AHT and SLA
- Collaborate with team members and other teams to share feedback and insights from customer interactions to drive processes and experience enhancement
- Advise the customers by recommending features and functionalities, and guide them according to the Policy to maximize their satisfaction
- Assist in the training and development of junior Customer Support Representatives, providing guidance and facilitating their growth and engagement within the team
- Resolve product or service problems by identifying root causes, explaining solutions, ensuring timely resolution with active follow-ups, and reporting it to the managers for process improvements
- Maintain professional product knowledge, service and offerings knowledge, and policy knowledge to ensure providing accurate information and guidance to the customers
- Perform customer retention techniques and maintain a strong and long-term relationship with them
- Escalate complex problems to the management, and keep active follow-ups throughout the resolution process and go beyond the customer expectations to grant exceptional customer experience
- Demonstrate a high level of positivity and resilience, and the capability of being customer-focused and a customer advocate even when working under pressure
- Increased clients base while working for Taj Alsham from 6 to 35 in a month in a new market.
- Increase the number of clients by rehashing dormant clients, promoting products and services, generating new leads, and converting them into customers
- Optimize and maintain strong, profitable, and long-term relationships with customers in order to drive sales growth;
- Provide exceptional service by identifying the customers' needs, answering their queries promptly (whether on Social Media, phone calls, or emails), resolving their complaints, developing solutions, and submitting reports to the Sales - Manager
- Contribute to the planning process and make recommendations to the management besides studying competitors' tactics, developing new tactics, strategies, and offers
- Maintain professional knowledge by keeping awareness of the company's products, promotions, services, and offers
- Won the Golden Role Master Award for the month of March 2019 - Four Seasons Hotel
Assigned as a Shift-Leader in Safety and Loss Prevention Department - Four Seasons Hotel
- Assigned as a Designated Trainer for new employees in Safety and Loss Prevention Department - Four Seasons Hotel
- Led a project to re-distribute Fire Fighting Equipments in Four Seasons Hotel, as I contributed to the planning process, made recommendations to the management.
- Communicate and respond properly to any emergency, including investigating, and submitting incident reports on LOTUS NOTES and OPERA PMS, and closing them when problems are solved.
- Conduct inspection of emergency and safety equipment in the hotel
- Keep contingency lists in case of emergency and communicate any necessary messages to ensure the safety and security of the hotel guests, premises, and employees
- Handle administrative tasks related to our duties (using OPEAR PMS, Lotus Notes, MS Outlook, and MS Excel) including Data Entry, archiving, reporting, documentation, and correspondences with other departments or organizations
- Provide prompt, courteous, and efficient customer-focused service to all guests, so as to achieve the best Guest Experience
- Demonstrate a complete understanding of the company's policies, procedures, and service standards and have full knowledge of the hotel facilities, services, and happenings
- Increased sales revenue by 40% in one month
- Responded and resolved problems of 40 clients in one day shift
- Served customers by providing products and service information, optimizing, and maintaining strong, profitable, and long-term relationships with customers
- Maintain professional knowledge by studying the company's products and offers
- Handle inbound & outbound calls, Social media, email, and chats, answering customers' queries and fulfilling their demands
- Resolve customer complaints by identifying customers problems, developing solutions, and submitting the required reports to the Sales Manager