Customer Service Representative
Al Tayer Group Ferrari Maserati Service Centre - Dubai, UAE
Total years of experience :6 years, 7 Months
Identified the client's issues and resolved their concerns to help with
retention and drive sales;
•
Helped large volume of customers every day with a positive attitude
and focus on customer satisfaction;
•
Resolved service problems by clarifying the customers' complaints and
selecting the best solution to solve them. Expedite correction or
adjustment and following up to ensure resolution;
Handled customers' agreements on jobs to be done in order to lock the
deals;
• Proactively reached out to clients in order to promote the service;
Thoroughly monitored compliance with customer service standards to
maintain a stellar industry reputation.
Leveraged sales expertise to promote services and capitalize on upsell
opportunities;
• Typed memos, correspondence, and reports;
• Answered product and service questions and offered information on related products
• Expanded new customer Net Promoter scores by 10%
• Placed and canceled an average of 150+ orders from customers, distributors, and agents a week
• Held online reunions with customers overseas
• Maintained a customer account information database (including canceling and updating customer accounts.)
• Prepared monthly reports on customer satisfaction
Key achievements
• Maintained customer retention rate 40% above the company average
• Demonstrated professional etiquette and manners, improving 30% positive feedback immediately
• Managed room reservations using Opera system
• Addressed guests concerns and special requests in a professional and personable manner
• Ensured that guests are settled comfortably in their rooms, made necessary adjustments if needed
• Assisted customers with transport and reservations in local restaurants
• Answered telephone calls and transferred these to guest rooms
• Prepared bills, handled and processed checkouts, took payments and reconciled other cash activities in shift
• Communicated with housekeeping and maintenance staff to ensure that great quality service is provided to guests
• Dealt with complaints and problems
Key achievements
• Attained 95% customer satisfaction score based on comments based on feedback forms and online review platforms including Booking.com, Trip advisor, and Expedia
Bachelor degree in Tourism Management.
Brevet technicien superieur is an undergraduate tourism programme.tourism studies includes study of tourism management,tourism development ,tourism marketing,transportation industry,hotel management ,etc.course mainly covers the study of topics such as torist resort planning,food service management,ecology ,environment and tourism inter-cultural communication etc
high school in accounting