Senior Customer Service Executive
Dubai Multi Commodities Centre (DMCC)
Total years of experience :16 years, 7 Months
• Managing high volume of incoming calls from customers related to visa application such as; new employment residence
visa, visa transfer, visa renewal, visa cancellation and dependents visa.
• Managing high volume of incoming calls from customers related to new company setup, license amendment, license
renewal and company winding up.
• Assists and guides clients on different kinds of NOC’s and letters address to different authorities.
• Maintains high knowledge of all processes, procedures and system flow in order to provide accurate information and
deliver a quality service to clients.
• Identifying and assessing clients’ needs to achieve satisfaction.
• Communicates directly with suppliers for orders made by customers through the website.
• Ensures that products purchased online are in good condition prior to delivery.
• Communicates with the courier company to ensure products are delivered in a timely manner.
• Provides product information to customers when asked via phone, email or chat.
• Upsells products
• Assists in order processing and product pick-up scheduling from the courier.
• Processes PO (Purchase Orders) requests and maintain documents
• Handles escalations
Sell products, services and loyalty programs contracted by Expedia
Offer and sell leisure/hotel packages (both published and individually tailored) to
clients at every opportunity, ensuring maximum sales of auxiliary products to increase
revenues
Make travel related reservations and issue tickets to clients, taking care that all
relevant airline rules and regulations have been complied with, and that the product
delivered is commensurate with client requirements and expectations.
Recommend alternate class of travel, routes or carriers, in case of non-availability of requested seats, and effectively sell space and products to increase revenues, seeking
at the same time opportunities to up-sell and cross-sell
Inform customers about mandatory requirements covering their journey such as
passport, visa, health and insurance requirements as well as other details such as check-in place and time.