Customer Relationship Management Executive
Gargash Group
Total years of experience :15 years, 8 Months
Gargash Enterprises Mercedes-Benz | CRM Executive | 8th November 2016 till date
• Answer all inbound calls and assist customers with general information about Showrooms, Service Centres, Sales requests, Roadside Assistance, and other administrative queries.
• As part of Leads Management Team for New & Used Car Sales, qualify inquiries (Through various sources like Inbound calls, Website, WhatsApp Chat service, Events, Mall Displays, promotions, etc) as leads for Test Drives and or consultations, and assign leads to the relevant Showroom’s Sales Team.
• Assist customers with booking appointments for service, requests and or complaints.
• Resolve customer queries, requests, or complaints promptly by coordinating with the concerned departments.
• Invite customers to Sales or After Sales Promotions or Events organized by the company’s Marketing Department when required.
• Assist Outbound Team with Sales & Service Follow-ups for New Cars, Used Cars, Commercial Vehicles & 24 Hours Roadside Assistance when required.
• Train new recruits or Interns on basic product knowledge, call operations, and Sales or Service Follow-ups
Gargash Motors Alfa Romeo | February 2018 - September 2019
• Answered all inbound calls and assisted customers with general information about Showroom, Service Centre, Sales requests, and other administrative queries.
• Qualified New & Used Car Sales inquiries (Through various sources like Inbound calls, Website, WhatsApp Chat service, Events, Mall Displays, promotions, etc) as leads for Test Drives and or consultations and assigned leads to the relevant Showroom’s Sales Team.
• Trained new recruits or Interns on basic product knowledge, call operations, and Sales or Service Follow-ups
Gargash Purple | July 2019 till date
• Support the Gargash Purple Leads Management Team in qualifying Leasing as well as Sales leads as per operational requirements.
Gargash GAC Motors | May 2018 till date
• Support the Gargash GAC Leads Management Team in qualifying Leasing as well as Sales leads as per operational requirements.
• Qualify inbound calls & WhatsApp Chat inquiries for Leasing as well as New Cars Sales & Used Cars Sales and pass on the leads to the relevant Sales showrooms.
• Assist customers with general information about vehicles, Showroom, Service Centre, and other administrative queries.
Sixt Rent a Car | September 2017 - January 2020
• Answered all inbound calls and assisted customers with general information about Rentals, Lease, Branch Locations, Roadside Assistance, and other administrative queries.
• Assisted customers with quotations and or bookings for local (UAE) as well as International short-term rentals.
• Assisted customers with general information about reservations, rentals, Branch Locations, timings, and other administrative queries.
• Received inquiries for Limousine, Corporate, Leasing and Commercial Sales and passed on the requests to the relevant Sales departments.
• Resolved customer queries, requests or complaints concerning bookings, rentals, or invoices promptly by coordinating with the relevant Branch Managers and or internal departments.
• Resolved customer queries, requests or complaints concerning their Sixt Membership accounts by coordinating with the Sixt Membership team in Sixt Germany.
• Trained new recruits on basic Sixt product knowledge, day-to-day call operations, and bookings
Assistant Manager Front Office - Rooms Trainer | 1st February - 22nd December 2015
• Trained new recruits in Front Office and Business Centre on property product knowledge, Gold Passport, soft skills, communication, and property operations & soft wares.
• Conducted property knowledge tests and maintained a file to track all associates performance in Front Office, Housekeeping and Laundry department.
• Conducted trainings within Front Office departments as per the department’s business needs and requirements by researching problem areas through online surveys, feedbacks, audits and property system customer service graphs and reports.
• In liaison with fellow Departmental Trainers within Rooms Division, ensured all departments met the required trainings per Average Man Hours and collated the monthly MIS Training Forecast and Training Actuals data of all departments within Rooms Division.
• Assisted Human Resources Training team with the New Joiners Orientation, Outsourced Orientation, and Industrial Orientation Training Programs.
• Depending on operational needs, supported other Front Office Departments.
• Managed a team of 11 Guest Services Officers and ensured the team provided professional services to guests by rewarding their achievements through HyStar (Hyatt's Employee Recognition Program).
• As a Hyatt Departmental Trainer, planned and conducted monthly trainings for the team.
• Monitored the hotel’s EPABX & CARACAS systems operations.
• Requisitioned office supplies as per operational requirements.
• Resolved Gold Passport (Hyatt’s then Frequent Guest Travel Program) member queries.
• Reported and logged various incident reports which occurred during shifts through Lotus Notes & Outlook
• Answered calls on the company board line as well as assisted guests with information about the hotel’s services (Rooms, Gym, Spa, Salon, Business Centre, and Food & Restaurants).
• Provided personalised as well as automated wake-up call requests for guests and groups; attended to faxes, messages and in connecting outbound STD and ISD calls for guests and colleagues.
• Promptly resolved guest requests and complaints by coordinating with various internal departments; reported incidents which occurred on shift to the Supervisor and maintained a daily shift log of all such requests, complaints, incidents, and outbound calls (STD & ISD) made.
• Attended to visitors by offering refreshments; answered calls on the Board line and performed general clerical duties such as filing, data entry and sending couriers.
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