Summary
Overview
Work history
Education
Skills
Interests
Languages
Timeline
CustomerServiceRepresentative
Ahmed Abbas

Ahmed Abbas

AbuDhabi,UAE

Summary

Service-oriented Customer Support Representative with 9+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.

Overview

9
9
years of professional experience

Work history

CS Resolution Specialist

Ikea
Abu Dhabi, UAE
04.2022 - Current
  • Listened actively to offer accurate information and best solution to their needs.
  • Maintained excellent client satisfaction by providing in-depth support.
  • Handled in-person, email and mailed correspondence.
  • Applied conflict management to stressed and concerned customers.
  • Completed thorough documentation for each enquiry.
  • Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
  • Obtained feedback from customers to improve service experience.
  • Prepared necessary forms to complete transactions.
  • Completed transactions to replace or exchange defective items.
  • Recorded information about inquiries and complaints within internal database.
  • Answered [50]+ telephone calls per day with professionalism.

Customer service representative

IKEA, Abu Dhabi
Abu Dhabi
10.2021 - Current
  • Communicating with customers by email, phone, and face-to-face
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Handled phone, email and social media enquiries with consistent customer service across multiple channels.
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Investigating and solving customer problems; some are rather easy, but you will occasionally face a complicated issue
  • Refer customers to senior staff when necessary
  • Provide customers with refunds
  • Creating a new feedback procedure for clients or improving upon the existing model
  • Learning about your company's products/services and remaining up to date with any changes
  • Meeting with management to discuss possible improvements to the company's customer service

Sales representative

watch House
Abu Dhabi, UAE
05.2017 - 10.2021
  • Greet customers and ascertain what each customer wants or needs
  • Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits
  • Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices
  • Compute sales prices, total purchases and receive and process cash or credit payment
  • Maintain records related to sales
  • Watch for and recognize security risks and thefts, and know how to prevent or handle these situations
  • Recommend, select, and help locate or obtain merchandise based on customer needs and desires
  • Answer questions regarding the store and its merchandise
  • Describe merchandise and explain use, operation, and care of merchandise to customers
  • Ticket, arrange and display merchandise to promote sales
  • Prepare sales slips or sales contracts
  • Place special orders or call other stores to find desired items
  • Demonstrate use or operation of merchandise
  • Clean shelves, counters, and tables
  • Exchange merchandise for customers and accept returns
  • Bag or package purchases, and wrap gifts
  • Help customers try on or fit merchandise
  • Inventory stock and requisition new stock
  • Prepare merchandise for purchase or rental
  • Sell or arrange for delivery, insurance, financing, or service contracts for merchandise
  • Estimate and quote trade-in allowances
  • Estimate cost of repair or alteration of merchandise
  • Estimate quantity and cost of merchandise required, such as paint or floor covering
  • Rent merchandise to customers

Retail Sales Associate

Aeropostale
Dubai, UAE
04.2014 - 04.2017
  • Adapted sales techniques to specific clients and promoted products based on individualised client needs.
  • Collected and processed payments.
  • Resolved customer concerns promptly to maintain satisfaction.
  • Presented latest merchandise to prospective buyers.
  • Closely monitored weekly sales to write reports for senior leadership and streamline operational processes.
  • Prepared sales contracts and oversaw signing of both parties.
  • Developed new business by networking with valuable customers.
  • Contacted satisfied customers to offer additional services.
  • Helped resolve client problems quickly with superior customer service.
  • Increased revenue by acquiring new customers and determining needs to offer relevant products.
  • Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
  • Utilised various sales techniques to develop relationships with customers and drive sales.
  • Completed customer searches to generate new leads.
  • Built lasting relationships with clients through customer service interactions.
  • Accounted for all inventory and ordered new stock.
  • Generate reports on sales, providing relevant information to track sales progress and inform future strategies.

Education

bachelor faculty - business administration

Alexandria University
2012

Skills

  • Leadership and management (: I know that a leader and manager are key factors to Success the ability to efficiently lead and manage a group to success is no easy task)
  • CRM
  • Shipping and receiving
  • Customer relations
  • POS systems
  • Data entry
  • Service standard compliance
  • POS systems expert

Interests

Sports (football, body building)

Languages

Arabic
Native
English
Fluent

Timeline

CS Resolution Specialist

Ikea
04.2022 - Current

Customer service representative

IKEA, Abu Dhabi
10.2021 - Current

Sales representative

watch House
05.2017 - 10.2021

Retail Sales Associate

Aeropostale
04.2014 - 04.2017

bachelor faculty - business administration

Alexandria University

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Ahmed Abbas