Customer Service Executive
HSBC
Total years of experience :19 years, 8 Months
• Provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements.
• understand customer’s problems and then resolve complaints
• Responsible for relationship building and resolving customer queries and issues in a professional manner .
• Responsible for relationship building and account management while resolving customer inquiries in a professional manner.
• Take ownership and initiative to complete necessary research and customer follow-up in person, by telephone, e-mail or regular mail, or fax and nowadays or even over the Internet
• maintain HSBC's internal control standards
• Maintain customer database and update periodically.
• Refer complex issues to the management
• answer calls professionally & respond promptly to customer inquiries
• research required information using available resources
• handle and resolve customer complaints
• provide customers with product and service information
• process orders, forms, applications and requests
• identify and escalate priority issues & enter customer information
• record details of inquiries, comments and complaints & record details of actions taken
• communicate and coordinate with internal departments
• follow up customer interactions and transactions where necessary
• complete call log & produce call report
• conduct customer satisfaction surveys
2 - Travco International Group ( From Dec 2004 To Oct 2011)
A) Tour Leader & Supervisor Tour Leader
* Job Description
• making arrangements for catering, accommodation, transport and excursions;
• inspecting hotel safety and cleanliness;
• offering sightseeing advice;
• organising and leading excursions;
• problem solving;
• translating and interpreting;
• Organizing and attending tourism events, conferences, workshops
• Responsible for large sum of money and passports
• checking tickets and other relevant documents, seat allocations and any special requirements
B) Airport Office Manager
* Job Description
• instructs and educates team
• Manage, lead and motivate staff
• Mentors, coaches and guides assigned team members
• Handles difficult or sensitive customer issues, requests and complaints and acts to promptly resolve and address these issues
• completes and submits incident reports and other related documentation
C) Assistant Branch Manager
* Job Description
• Supervises the day to day operations of the branch. Assigns work and directs staff to ensure adequate services
• Reviews and monitors daily service activities and operations to ensure highly efficient, effective service results that are meeting and exceeding customer expectations and Company goals
• Ensuring that all policies and procedures are followed
• Responsible to support quality/service and sales activities, including marketing input, sales results and quality/service efforts.
• Monitors expenses and vendor relationships. Authorizes payment for supplies and services.
• Keeps the branch manager informed of daily situations regarding personnel and members which affect quality/service and branch operations & makes recommendations to branch manager & To act as the Branch Manager in the Branch Manager's absence
2- -Tour operator in Crillon hotel (May 2004 to July 2004)
* Job Description: • Apply sales and marketing skills in order to acquire tourists for the company to generate more income
• Prepare brochures and fliers for distribution as a marketing tool for the company
• Plan itineraries for specific groups that plan to take a trip
• Development of domestic and international packages
• Handle, confirm and coordinate all reservations & bookings for incoming travel clients.
Spoken Language
-Arabic: Native Language
-French: Reading (Excellent) - Speaking (Excellent) - Listening (Excellent)
-English: Reading (Very good) - Speaking (Very good) - Listening (Very good)
-Italian: Reading ( fair) - Speaking ( fair) - Listening (fair)
* Bachelor: - of Mass Communication (2004) - Cairo University Section: - Public Relation & Advertising - Grade Good