HASNAIN RIAZ

• Handling inbound and outbound calls for UAE and GCC.
• Answers Customers through any of the communication channels such as (calls, chats, and emails) as per Department Guidelines and works to provide response & superior service.
• Responsible to communicate with the caller to understand the nature of the issue.
• Direct the customers’ inquiries, requests, & support issues promptly to the respective units for necessary action and follow-ups.
• Update the database to keep track of inquiries and service requests
• Handling any other tasks requested by the manager as per the task distribution list etc.
• Make the customer happy with our fabulous services and friendly behavior under the company's SOP’S.

· Handle inbound and outbound customer calls respond to FCR inquiries and create a ticket in CMS.

· Actively listening to customers, providing information, troubleshooting, and navigation.

· Monitor and track all case files from CMS until completion.

· Notify customer of any delays and expedite where necessary to maintain customer service standards (KPIs)

· Responsible for identifying and escalating customer issues to the appropriate department

· Help to train new employees and inform them about the company’s customer management policies

• Greet & Answers GCC and UAE incoming/outbound calls and respond to customer’s emails.
• Management and resolved customer Online Food and non-food Orders/Shipment/Deliveries/Transactions

and After Sales Related Issues.

• Identify and escalate service requests to relevant departments and update data records in CRM/SAP.
• Assisting the front office Food & Non-Food Escalations.
• Rectifying the system or data errors in C4C/SAP CRM
• Coordinate with Delivery team regarding shipment dispatching issues
• Follow up with Non-Food seller & supplier regarding customer’s complaints

Qualtrics-Feedback

• Reaching customers to discuss the feedback or survey.
• Create a ticket & escalate to the department for possible solutions if required
• Measures customer experience and predicts business growth. Making a report of the collected feedback to provide the

concerned team to highlight customer issues to improve the services

• Reporting collective data to the Head office and maintaining reports in C4C.

Webmail

• Received customer emails regarding complaints/queries or feedback on mail Hub Panel
• Create a ticket in the CRM & escalate to the right team if required
• Approach to customer if complaint information is Incomplete
• Send daily report to Management at the end of shift

• Answer emergency and non-emergency calls and document important Information
• Respond to any issues and follow up by coordinating with the appropriate departments or field units.
• Dispatch and manage Bulk taxis on demand locations like” Events, Hotels, and Airports. Etc.
• Provide Technical support to drivers regarding Metter, GPS, and Digital Map-related issues.
• Respond to queries related to dispatch taxis.
• Use the phone or computer to direct crews and other field units to the appropriate sites.
• Supervise the route and status of field units to prioritize their daily schedule.
• Maintain and update call logs, call records, and other important documentation.

• Answer questions about the Services of the company.
• Ask questions to understand customer requirements and close cases/tickets.
• Identifying and assessing a customer’s needs
• Keeping detailed records of customer interactions
• Following your company’s communication procedures and policies
• Provide accurate, valid, and complete information by using the right methods/tools
• Duties will be sales of DU Products like Postpaid, Prepaid, Handsets, Du landline, Accessories and other services
• Complaints, requests, and Enquiries handling
• Go the “extra mile” to facilitate future service sales.
• Keep records of calls and sales and note useful information.