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Smitha Menon, Customer Service Officer

Smitha Menon

Customer Service Officer ·Jumbo Fuel Supply LLC

United Arab Emirates

Master's degree, PG Diploma in Business Administration(HR)

Work experience

Total years of experience: 10 years, 10 months

Customer Service Officer

December 2018 - September 2019

Jumbo Fuel Supply LLC

Fujairah, United Arab Emirates

December 2018 - September 2019

Key Job Responsibilities: • Manage daily Key Customer Distribution and liaise with clients, suppliers, and transport companies • Ensure all sales transactions are captured and processed in a precise and timely manner • Prepare RFQ's, execute orders, invoicing and payment follow up as required • Develop lists of customers as sales leads by cold calling, networking, and research • Commitment to health, environment and safety and the client’s best practices • Contribute to overall customer satisfaction by promptly answering emails and phone calls • Produce reports and statistics regularly on daily, weekly, and monthly basis

Company industry:
Distribution, Supply Chain & Logistics
Job role:
Customer Service and Call Center

Administrative Coordinator

October 2017 - October 2018

Sri Sai Sastha Protection Agency

Chennai, India

October 2017 - October 2018

Key Job Responsibilities: • Coordinating with sub-contractors & vendors regarding Purchase Orders, Invoices, RFQ's, Claims and other service requests • Develop work schedules by allocating employees in shifts and positions • Oversee all staffing needs and operations of the company • Compile monthly reports for the tracking of overtime hours, personnel allocation, and staffing operations • Collaborate with payroll to ensure correct employee compensation • Responsible to maintain files, all information and records pertaining to employee’s

Company industry:
Administration Support Services
Job role:
Administration

Imports Customer Coordinator 

January 2012 - June 2012

Maersk Line

Dubai, United Arab Emirates

January 2012 - June 2012

Key Job Responsibilities:  ● To coordinate and manage all movements of shipments coming in  and out of Dubai, both domestic and international  ● Handling telephone calls - both consignment queries and requests  for information   ● Facilitate and expedite communication between clients, suppliers,   and our project control center in the region to minimize delays  ● Monitor delivery schedules and coordinate with warehouse and Sea  freight departments to ensure on-time delivery   ● Monitor daily reports to ensure timelines are intact   ● Maintain and File Import Documents and related paperwork  ● Work closely with Suppliers, Forwarding Agents & Carriers to ensure  timely shipping, US Customs clearance and final delivery   ● Coordinate and execute all domestic/International import shipments bookings; works closely with all vendors and ensures that  shipments are handled as per the clients requirements   ● Additional duties assigned by department manager, as required by  business needs 

Company industry:
Shipping
Job role:
Logistics and Transportation

Customer Service Officer

November 2009 - November 2011

Barclays Bank PLC

Dubai, United Arab Emirates

November 2009 - November 2011

Key Job Responsibilities:  ● Handling customer queries related to accounts, credit cards,   business loans, salary transfer loans, mortgages and general  inquiries.   ● Maintaining Systematic Documentation of each enquiry.   ● Cross selling various products of the bank like Balance Transfers,   Cash on Call   ● Generating leads for the bank and routing it to the respective  channels.   ● Resolving 1st level customer complaints and resolving with First  Time Resolution (FTR).   ● Maintaining and monitoring new updates related to banking sector.  ● Meeting monthly productivity targets while maintaining a good  quality score.  ● Proactively identifying and escalating issues and improving existing  follow-up process. Assisting Team Leader in day to day activities of  the team and the department.   ● Receiving and consolidating various kinds of service requests  received from customers via call centre executives and sending it to  specified channels accordingly

Company industry:
Banking
Job role:
Banking

Customer Service Representative/Quality Analyst

March 2007 - August 2009

Intelenet Global Services

Chennai, India

March 2007 - August 2009

Key Job Responsibilities:  ● Monitoring/Auditing Inbound and Outbound calls of the call centre  agents.   ● Providing positive and constructive feedback to agents for Service  Improvement.  ● Achieving and maintaining a positive customer experience.   ● Preparing Objective Action Plan for the bottom quartile agents.   ● Call Calibration with UK Quality Analysts.  ● Conducting huddles on a regular basis. Conducting On Job  Training/Soft-Live for the new hire.   ● Develop Strategies and Operation Plans to achieve the set Client  Targets.   ● To perform job functions as required by the Head of Operations.  

Company industry:
Banking
Job role:
Banking

Customer Service Representative/Senior Accounts Receivable Executive

May 2003 - March 2007

Ajuba Solutions India Pvt Ltd

Chennai, India

May 2003 - March 2007

Key Job Responsibilities:  ● Outbound calls to Medical Insurance Companies/Legal and federal  representatives towards speedy resolution of Medical claims.   ● Attending inbound calls of Medical Insurance companies and  patients towards queries and giving correct timely feedback.   ● Maintaining Systematic Documentation of each Medical Claim/Case.   ● Maintaining and monitoring new updates related to US Healthcare  System.   ● Meeting daily productivity targets while maintaining a good quality  score.   ● Proactively identifying and escalating issues and improving existing  follow-up process. 

Company industry:
Other Business Support Services
Job role:
Support Services

Education

Symbiosis Centre for Distance Learning

May 2005

May 2005

Master's degree, PG Diploma in Business Administration(HR)

India

GPA (rating): Excellent

GPA (rating): Excellent

PG Diploma in Business Administration(HR)

University of Madras-Hindu College

May 2003

May 2003

Bachelor's degree, Bachelor of Commerce

India

GPA (rating): Excellent

GPA (rating): Excellent

Bachelor of Commerce

Skills

Interpersonal Skills
Expert
Interpersonal Skills
Expert
Decision Making
Expert
Decision Making
Expert
Organisational Skills
Expert
Organisational Skills
Expert
Conflict Resolution
Expert
Conflict Resolution
Expert
Communicate Effectively with Customers
Expert
Communicate Effectively with Customers
Expert
Effective Communication
Expert
Effective Communication
Expert
Proficient with MS Office
Expert
Proficient with MS Office
Expert
Organizational Skills
Expert
Organizational Skills
Expert
Conflict Resolution
Expert
Conflict Resolution
Expert
Decision-Making 
Expert
Decision-Making 
Expert
Interpersonal 
Expert
Interpersonal 
Expert

Languages

English
Expert
Hindi
Expert
Malayalam
Native Speaker
Tamil
Expert

Training and Certifications

Training
Financial Crimes &  Enforcement Under Anti  Money Laundering Law 
Barclays Bank
Premier Relationship  Banking 
Barclays Bank
Customer Service-Treat  Customers Fairly  /Communication/ Problem  Solving 
Barclays Bank

Hobbies

  • Reading