Customer Services Representative
Tanfeeth LLC (Emirates NBD)
Total years of experience :7 years, 7 Months
Key responsibilities;
• Having expertise on Siebel, Oracle, CRM system and AVAYA stations.
• Assisting customers regarding accounts, credit cards & loan related issues.
• To provide technical assistant regarding Online and Mobile banking.
• Taking initiative to make the policies and procedures smoother.
• Logging relevant complaint/request, follow up and update the customers accordingly.
Achievements;
• Performing as a mentor to assist & help agents on the floor regarding customer queries.
• Worked on a project regarding credit card issues to help agents on calls to provide customers faster and more accurate solutions.
Key responsibilities;
• Having expertise on ERP, CRM system and AVAYA stations.
• Assisting customers regarding stock information, scheduling deliver, installation, services and repairs of all kind of products.
• Logging the relevant complaints/requests according to the customer issues.
• Schedule delivery with the distributors as required by the customer, follow up and taking feedback from customers.
• Schedule appointment between customer and service centres regarding installation/services of major domestic appliances.
• Schedule appointment between customer and stores regarding repair/replacement of small domestic appliance.
Achievements;
• Promoted as a store coordinator to correspond (Telephonic & email) between customer and stores service centres to follow up regarding repair/replacement of small domestics appliances.
• Promoted as a Delivery Coordinator to correspond (Telephonic & email) between distributor and customer to make delivery process smoother and faster of all kind of products. Also to take feedback from the customer regarding delivery service and writing report.
• Promoted as a Service coordinator to correspond (Telephonic & email) between service centres and customer regarding installation/repair/service of major domestic appliances.
• Worked on a project to compile all information required for the call centre agents in one window to provide faster and more accurate assistance to the customer.
• Trained newly hired employees as a mentor.
Key responsibilities
• Having expertise on Oracle CRM system and AVAYA stations.
• Assisting customers regarding packages/offers/promotions for prepaid & post-paid connections.
• Providing technical skills regarding smart phones & GPS settings.
• Taking initiative to make the policies and procedures smoother.
• Logging relevant complaint/request, follow up and update the customers accordingly.
Achievements;
• Awarded as an Employee of the Month five times during the service.
• Performed as a mentor to assist & help agents on the floor regarding customer queries.
Key responsibilities
• Having expertise on Siebel CRM system and AVAYA stations.
• Assisting customers regarding packages/offers/promotions for prepaid & post-paid connections.
• Providing technical skills regarding smart phones & GPS settings.
• Taking initiative to make the policies and procedures smoother.
• Based on the issues logging relevant complaint/request, follow up and update the customers accordingly.
• Meeting daily Sales targets.
Achievement;
• Awarded as an Employee of the Month twice during the service.
• Performed as a mentor to assist & help agents on the floor regarding customer queries.
• Performed as an Assistant Team Leader to manage and report the stats of the team performance, also to schedule huddle to update the team as per the product/process updates.
Key responsibilities
• Meetings with GM to implement new ideas to improve customer services.
• Correspondence (telephonic & email) between head office, store & service centres.
• Collecting the reports of service centres from all over the country.
• Compiling the reports of service centres to organize final reports.
• Making daily, weekly, monthly and yearly reports to analyse service level.
• Forecasting on the basis of reports.
• Arranging meetings.
• Basic office administration.