Senior Customer Service Executive
Sephora Middle East
Total years of experience :9 years, 3 Months
• Resolve customer complaints via phone, email, mail or social media.
• Open and maintain customer accounts by recording account information
• Resolve service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
• Prepare product or service reports by collecting and analyzing customer information
• Go the extra mile to engage customers.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Assist with placement of orders, refunds, or exchanges.
• Discusses products offered to sell products and services and ensures customer satisfaction.
• Ask questions to understand customer requirements and close sales
• Communicated directly with customers by phone, electronically or face to face regarding inquiries and orders.
• Direct prospects to the field sales team when needed
• Provided excellent customer service and built relationships with clients
• Recommend potential products or services to management by collecting customer information and analyzing customer needs Documented call details in sophisticated computer systems
• Take payment information and other pertinent information such as addresses and phone numbers.
• Creates and maintains service reports.
• Review production information to understand methods and activities in manufacturing and services. This includes, but is not limited to, production schedules, process flows and engineering specs.
• Coordinate quality control objectives and activities to resolve production problems, maximize product reliability, and minimize cost.
• Draft and design layout of equipment, materials, and workspace to illustrate maximum efficiency, using drafting tools and computer.
• Confer with vendors, staff, and management personnel regarding purchases, procedures, product specifications, manufacturing capabilities, and project status.
• Design control systems to minimize and resolve production issues and project costs.
• Create systems and plan production to ensure all products meet quality control standards.
• Develop standards for production and design by working with clients and management.
I have trained in the Quality department at the mineral water plant, one of the company's factories, I trained on the Quality Assurance Process (Source Water Monitoring, Water Storage and Monitoring, Sterilization, Bottling Control, Packaging Control) and how it going.
I have trained practically in various departments at the Gofar factory, including: Production, Marketing and Sales, Accounting, Management and Human Resource department.
Gofer factory makes soft drinks, ice and mineral water.
• My degree studies helped me develop an excellent understanding of professional development, principles in lean manufacturing, manufacturing system layout and design, industrial safety and compliance management, operations and facilities design, total quality management. • I enjoyed the practical aspects of my course and completing a range of projects, both independently and as part of a team, allowed me to demonstrate my ability to put theory into practice. For example, in graduation project, for my simulation model, as a part of team we completed a practical project which required reducing work in process (WIP) in LORD international company. The plant has been facing high work in process (WIP) level due to high product variety and demand variability. A simulation model was developed to describe the operation of the whole factory.