Ahmed Ben Kader
Dubai
Summary
Customer Service Supervisor with over 15 Years of experience and proven history of handling high-pressure situations, service-oriented resolution expert with experience providing troubleshooting and support for customers in the fashion industry, financial services industries, international airport customer service, shopping malls, fashion and carrefour goods industry customer service also.
Overview
3
3
Languages
16
16
years of professional experience
Work History
Customer Service Supervisor
Carrefour (Majid Al Futtaim)
Dubai
09.2018 - Current
- - Strategize and monitor the daily activities of Carrefour customer service operations.
- - Manage cashier coverage and customer flow to ensure proficient customer service.
- - Answered calls from clients to address their needs and complaints, and trained staff on customer service and company policies.
- - Monitored customer response times to ensure resolution within 48 hours.
- - Assisted in developing and implementing service policies, explaining these to staff and customers.
- Monitored and verified returns, exchanges, and voids at the customer service desk.
- Assisted customer service staff with various duties to enhance team efficiency.
Call Center Agent
Sacoor Brothers
Dubai
09.2016 - 08.2018
- - Delivered prompt and efficient responses to customer inquiries via phone, email, social media, and chat, enhancing customer experience.
- - Resolved customer complaints and concerns professionally and timely, contributing to improved customer satisfaction.
- - Collaborate with other team members & departments to ensure customer satisfaction.
- - Keep accurate records of customer interactions and transactions in the system.
- - Follow company policies and procedures when handling customer requests and issues.
- - Continuously strive to improve customer service skills and knowledge through training programs.
- - Identified and acted on opportunities to upsell or cross-sell products and services, increasing overall sales.
Call Center Agent
Dubai Festival City Mall
Dubai
09.2014 - 08.2016
- - Managed operations of information counter, ensuring efficient visitor assistance and smooth service.
- - Provided assistance to visitors, advising and guiding them to relevant stores based on inquiries.
- - Provided feedback on customer service processes to improve efficiency. on the efficiency of the customer service process.
- - Handled administrative duties, including reception coverage, tracking lost and found items, and preparing redemption reports.
- - Administer mall-wide redemptions during campaigns and help out during events.
- - Assisted in maintaining the mall by conducting regular facility checks. the mall by performing regular checks, ensuring that facilities and amenities are in good condition.
Customer Service Agent
Carthage International Airport
Tunis
09.2010 - 07.2014
- - Maintain a positive, and professional attitude towards customers at all times.
- - Assisted passengers with reduced mobility and hidden disabilities, including unaccompanied minors, ensuring compliance with airline and airport procedures to enhance their travel experience.
- - Assist with the marshalling of passengers as part of the boarding and disembarkation process in accordance with airline and airport procedures.
- - Ensure a smooth flow of passenger traffic throughout the boundaries of the airport.
- - Handled car park enquiries through intercom system, provided flight information, processed payments, and arranged transport and hotel accommodations to facilitate passenger needs.
- - Maintained cleanliness and organisation of public and employee work areas to promote a welcoming environment.
Education
Bachelor's Degree - Computer Science
Private School Mon Avenir
Tunis, Tunisia07-2014
Skills
- Client relations
- Problem solving
- Decision-making skills
- Ability to multi-task
- Manage time effectively
- Scheduling
- Business acumen
- Microsoft Word
- Excel
- PowerPoint
- Outlook
- Communication skills
- Active listening
- Team leadership
- Ability to work under pressure
- Calm under pressure
- Proactive
- Patience
- Interpersonal skills
- Interpersonal skills
Language
Arabic
English
French
Custom
- Sport
- Reading
- Traveling
- Swimming
Timeline
Customer Service Supervisor
Carrefour (Majid Al Futtaim)
09.2018 - Current
Call Center Agent
Sacoor Brothers
09.2016 - 08.2018
Call Center Agent
Dubai Festival City Mall
09.2014 - 08.2016
Customer Service Agent
Carthage International Airport
09.2010 - 07.2014
Bachelor's Degree - Computer Science
Private School Mon Avenir