IBRAHIM HASSAN
Dubai
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Type industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Customer Service Officer
Gulf Marketing Group (GMG)
Dubai, UAE
01.2024 - Current
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Agent
AbuDhabi Distribution Company
Dubai
08.2022 - 09.2023
- Answered customer telephone calls promptly and improved on-hold wait times
- Assisted customers with product complaints, logging issues for investigation and providing replacement items
- Employed active listening and product expertise to successfully resolve inbound queries
- Processed inbound customer calls, providing information on service or product upgrades
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention
- Assisted customers with varying questions using product knowledge and service expertise
- Delivered exceptional service that exceeded client expectations by going above and beyond standard requirements
- Maintained accurate records of customer interactions, transactions, comments, and complaints
- Collaborated closely with other departments within the company to ensure complete customer satisfaction
- Contributed to team effort by accomplishing related results and KPIs as needed
- Referred unresolved customer grievances to designated departments for further investigation
- Managed workload independently with minimal supervision from team lead or manager
- Developed strong communication skills while interacting with customers from diverse backgrounds
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Provided product knowledge to customers while answering questions and addressing concerns
Customer Service Representative
ENOC Emirates
Dubai
03.2021 - 06.2022
- Company Overview: Ensured compliance with applicable laws, regulations, policies, procedures, and ethical standards when handling sensitive information
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Focused on learning new skills and staying updated with industry changes
- Participated in ongoing training to enhance own job skills and knowledge
- Met deadlines while maintaining high-quality deliverables
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives
- Adhered to company policies and procedures while providing superior service
- Maintained an updated knowledge base of current products, services, pricing, promotions
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Provided account information to customers and explained bill service policies and customer rights
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Navigated multiple computer systems and applications and utilized search tools to find information
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions
- Obtained and examined relevant information to assess validity of complaints and determine possible causes
- Ensured compliance with applicable laws, regulations, policies, procedures, and ethical standards when handling sensitive information
Education
High School Diploma -
Al Marifa private school
Sharjah, Sharjah06.2011
Skills
- CRM software
- Adaptive team player
- Administrative support
- System implementation
- Bilingual customer support
- Organizational skill
- Computer Skills
- Excellent Communication skills
- Attention to Detail
- Critical Thinking
- Documentation
Languages
Arabic
English
Timeline
Customer Service Officer
Gulf Marketing Group (GMG)
01.2024 - Current
Customer Service Agent
AbuDhabi Distribution Company
08.2022 - 09.2023
Customer Service Representative
ENOC Emirates
03.2021 - 06.2022
High School Diploma -
Al Marifa private school