JAN emil EL-SABBAGH

call centre adviser Full Time

• Job Details: To accept and register customer bookings for a range of DHL services and accurately input relevant booking data into DHL applications  Knowledgeably offer customers the most suitable DHL service based on their unique needs, and actively attempting to close the transaction by converting their enquiries and securing their bookings .Manage complaints as per the complaint management guide & resolve complaints if within zone of control.  Identify potential for selling additional services and products(e.g. Insurance, time definite delivery, packaging, account facilities, etc) during the course of interacting with customers and proactively sells these to secure additional/new revenue sources for DHL. This includes asking customers the appropriate questions to match their needs against value-added services, professionally offering and convincing them on the benefits of the services, handling their objections or reservations (if any) and closing the transaction by successfully securing their purchase of the offered services.  To effectively respond to all customer enquiries regarding DHL’s services, by consistently and confidently providing customers with accurate information on prices, transit times, customs paper work requirements, packaging, country-specific requirements (including potential customs clearance delays),straight forward account and sales questions. To lodge a trace when necessary ensuring that the customer receives service from Customer care regarding their issue.  Exercise professionalism and provide first class customer service bearing in mind that all DHL customers have an express requirement, and are looking for immediate and hassle-free solutions  Confidently and knowledgeably handle customer complaints while maintaining composure, and take all possible actions to resolve issues to the customers’ expectations without compromising DHL’s position by over-committing to customers , or being unrealistic in what is offered.  Ensuring that all interactions with customers are in accordance with the Mystery Shopper guideline scripts.

Customer Service OfficerFull Time

• Job Details: Attending customer inquiries about their market research requirements  Follow up with the client to verify that they satisfied with the service we providing to them  Manage complaints as per the complaint management guide & resolve complaints if within zone of control.  Sorting and filling all information required for marketing data

Customer Service OfficerFull Time

• Job Details:Achievement: Awarded 3 appreciation letters by the management, in recognition of exceptional contribution and achievement at work. Responsibilities:  In charge of doing early settlements and requiring approvals from the concerned (compliance) department when necessary  Actively cross selling bank products like credit cards, personal loans, internet Processing transactions such as: acceptance of requests for all banking requirements which include the following: a) issuance and re-issuance of ATM cards b) issuance and reissuance of cheque books c) address update d) funds transfer instruction and verification of signature e) re-issuance of statement f) other related account services.  Manage complaints as per the complaint management guide & resolve complaints if within zone of control.  Keep updated/obtain information on other retail bank offerings to answer on-counter customer queries.  Ensure customers satisfaction and error free transactions.  Ensure that customer wait time is as per SQ (service quality) standards.  Operate in accordance with the stated approval process pertaining to the greeter desk.  Maintain code of conduct in line with banks policies and regulatory guidelines.  Understand the KYC/AML & sanctions requirements as per banks stipulated and escalate suspicious transactions to concerned superiors.  Supervision of custody of instruments such as ATM cards, chequebooks, client instructions and information with utmost confidentially.  Maintain a daily log of activities as per agreed service level agreements.  Update control register for customer instruments (cheques, transactions &complaints).  In charge of taking change of PDC’S (post dated cheques) request from customers and getting approval from the concerned (credit) department.  In charge of opening current/savings accounts as well as credit cards and personal loans.  applications, banc assurance, current/saving account when required  Maintain a log sheet for the cancellation of the credit cards.  Attending regularly training seminars /sessions to be updated with the product features, process and procedures.  Assisting co-workers in meeting EOD/reporting deadlines