Senior Customer Service Representative
first gulf bank
Total years of experience :10 years, 5 Months
Senior Customer Service Representative in direct banking from 2012 till 2016
Responsibilities are as following:
• Handling social media inquiry and complain (Facebook- tweter-ect..) any customer post in the profile of the bank he get call in 2-5 min and get issue then send to the specialized unite to handle priority by create request and send email.
• Handling all complains related to canter bank complain on priority, news paper, magazines then send the solution and resolve.
• Responsible for the end to end service issues related to customer Credit Card statements, including insuring compliance to internal policies whilst delivering best service to the customers
• Handle all customer dispute and fraud resolution processes ensuring continued customer loyalty and high satisfaction level
• Providing charges clarification to customers of different nationalities in the best possible manner while using all the system and application banking.
• Follow up with issues related to insurance claims, customer’s account details not correct in our database, miscellaneous charges reversal for the customer with different departments such as collections, card operations and senior management for approval, resolution or even clarification.
• Handling first point queries of the customers regarding redemption of reward points and delivery of the gift vouchers.
• Responsible for the replacement of primary and supplementary card delivery complaints of the customers.
• Providing assistance to all the customers throughout the world who are transferring funds from their First Gulf Bank account to any International or domestic account including credit card as well.
• Educating the customers about the E-Statement facility so they can avoid statements to be sent through mail from First Gulf Bank.
• Update customer details (P.O.BOX - Mob number - passport number ect..)
• Follow up with complaints against First Gulf Bank staff been placed by customers. Provide resolution to the customer’s query as well as making sure that such mistakes should not be repeated in the future by the staff.
Customer Service in Retails banking from 2010 till 2012
• Working in call canter as taking calls and handle all customer inquiry, explain regard all transaction details for product in bank like accounts credit card insurance ect..
• Inform customers about bank offers and give full details.
• Offer the customer the new product in bank like Quick cash and balance transfer with good rate.
• Help my team with good idea to be the first team in call canter
• Tell Sales convention credit card and Islamic card for all eligible customers.
I was in charge of collecting new subscriptions and renew the old ones. Adding all the new subscriptions to the delivery contacts and overseeing the whole department.
Employee the Inana call center as sales consultant for Canadian and American communication companies and handling customers issues like bills, recharge