Sikandar Rahim

WORK EXPERIENCE
RAK Properties Customer Relationship Officer Nov.2010-Present


Monitoring and handling all calls related to the customer service department.
Following the leads of calls and sorting each call manually by paper work and entering the data in RAKP system.
Handle escalated calls, queries, emergency cases and complaints as necessary and cooperating with RAKP Strategic Partners such as Land Department, RAK Municipality, RAK Investment Authority...etc.
Monitoring the call quality and giving weekly & monthly reports.
To implement and support  company policies and procedures 
To improve the team working and facilitate the communication among the team members and weekly meetings.
To assist in implementation and maintenance of highest level of quality of services towards valuable clients.
Liaise with all RAKP departments to have a good understanding of products, procedure and processes to enable us to assist team and the customers with queries, demands and Requirements.
Reviewing Customer’s complaints and Cases submitted by the agents or myself and creating tickets.
Handing over completed projects, units, Villas.
Working as collection officer for all due payments and collectable and non collectable dues.

• Trained 120 agents for RTA 8009090 Call Handling Processes including call quality, CRM, Surveys, & RTA Knowledge.
• Provide agents the support and necessary training required for the successful handling of calls
• Handle escalated calls, queries, emergency cases and complaints as necessary and cooperating with RTA Strategic Partners such as Dubai Police, DEWA...etc.
• Monitoring the call quality and giving daily, weekly, & monthly reports.
• To implement and support company policies and procedures
• To improve the team working and facilitate the communication among the team members.
• To assist in implementation and maintenance of highest level of quality systems within the call centre
• Liaise with all RTA departments to have a good understanding of products, procedure and processes to enable us to assist team and the customers with queries.
• Reviewing Customer’s complaints and Cases submitted by the agents on CRM and other applications.
• Working in Dubai Metro Project Call Center and train the agents on the Dubai Metro Projects and calls procedures before 9.9.2009.
• First point of contact for client replacing the Account Manager when he is on leave.
• Managing the client when my manager is on leave as an acting manager.

• Promoted as an agent for complaint handling Team
• Advising Call Centre agents on procedure
• Handling escalations in case of emergency from the Call Centre
• Investigating High Priority cases and solving the case with the technical department within 48 hours
• Providing feedback to call centre agents on complaint handling
• Maintaining a record of all complaints handled
• Conducting trainings to new Agents for Complaint handling procedures.
• Currently working under the violation Team of SALIK with the Client directly.
• Re-investigating all violation issues.
• Updating Records of violations in the main log of SALIK
• Sending daily reports to T.T Manager on status of disputes done in a day

• Manage all Travel tours and coordinate with all customers.
• Tour Guide
• Responsible for the arrangement of cars.
• Handling collections.
• Arrange pick up places and drop off.

Manage all Travel tours and coordinate with all customers.
• Tour Guide
• Responsible for the arrangement of cars.
• Handling collections.
• Arrange pick up places and drop off.