Customer service executive
Gulf Coca-Cola Beverages (GCCB)
Total years of experience :16 years, 2 Months
•Attend all inbound requests and feedback efficiently; resolve problems by clarifying issues and
•Receive customer calls for placing and upselling orders, answers any inquiries pertaining to the product, orders, and deliveries.
•Process purchase orders from buyers and perform data entry for all invoices and purchase orders.
•Acknowledge customer complaints to be coordinated to the quality assurance for action.
•Support queries from sales and marketing department.
•focusing on strengthening, growing, and maintaining customer relationships, as well as developing new business opportunities through primarily telephonic customer contact and information sharing
•Escalating unresolved problems to the concerned department and conduct proper follow ups to get them solved.
•Submits daily reports to the commercial team.
•Keep track of incoming orders and monitoring Purchase orders through online portal.
• Generating sales leads from social media channels, ATMs, Website, Branches, Inbound calls, and existing customer cross-sell- through bank Campaigns.
•Marketing of Islamic banking asset and liability products to retail and commercial customers
•Identifying business opportunities developing and strengthening customer relationship with the bank
•Apply and comply with relevant processes, procedures, and controls to meet the unit’s needs while providing efficient service to customers.
•Ensure portfolio quality by complying with credit and product parameters to complete all formalities and documentation in line with Shariah principles.
•Address customer problems and complaints to achieve satisfactory resolutions, referring issues beyond the role limit to appropriate points of reference.
•Customer Retention and Acquisition Productivity.
•Ensuring that all post rental invoices are collected.
•To email post rental invoices promptly to the customers.
•Calling customers (without email addresses promptly with regards to collection of post rental invoices.
•Prepare (pull up) post rental invoices report on a monthly basis.
•Prepare Collection reports on a weekly and on a monthly basis.
•To handle customer queries, complaints and request for the additional information ( emails and calls).
•To hit the set monthly target for branch receivables collection
•Charging of credit cards and process other modes of payment and issue receipts accordingly.
•Perform any other additional duties assigned in relation to post rental invoices
•Strategic-relationship/partnership-building skills listen attentively, solve problems creatively, and use diplomacy to find common ground solution.
•Handle (face to face) customer inquiries, complaints, swap/relocation proposals.
•Follow up on a daily basis for consolidation proposals.
•Prepares settlement agreements, amendment agreements and Dubai land department agreements for units relocation or termination proposals.
•Provide best-option solutions to compensate customers to achieve customer satisfaction.
•Clarified and explained procedures and products over the telephone.
•Contact customers on a daily basis using telephone to set appointments
•Marketing and selling the bank’s products and cross selling and exceeding the financial targets consistently
•Provided quality customer service to customers in time sensitive environments
•Complaints handling and problem solving until final resolution through coordinating with supervisors and other departments
•Develop and maintain strong customer relations
•Provided excellent customer service to achieve customer loyalty
•Being aware of the implementation of the Bank's credit policy, bank procedure and to be implemented to reach an acceptable level of risk and number of rejected cases
•Contacted customers for collection purposes as business requirements assigned by collection department
•Ensure commitment at all times to the service standards set for the bank
•Conducting researches with multi-national clients over the telephone
•Providing a brief introduction to the interview and its subjects to persuade clients to agree
•Collects and records confidential survey research data from survey respondents
•Record interview responses by entering collected data into computer assisted system
•Reviews completed survey instruments and logs for completeness and eligibility
•Check codes data and perform analysis on collected data
•Maintaining accurate and detailed records
•Captured and reported customer feedback towards continual service development