Muhammad Nasib Janan
Customer service officer cum Cashier
Dubai,united arab emirates
Summary
Accomplished Customer Service Representative of 5 years, consistently maintaining customer satisfaction and contributing to company success. Motivated professional capable of building productive relationships, resolving complex issues and winning customer loyalty. Flexible customer service team member focused resolving customer concerns and enquiries. Skilled at accurately documenting call details, preparing reports and organising documentation. Offers helpful answers and relevant information to retain business.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work history
Head cashier & Dispute Resolution officer
imile Delivery Service
Dubai
2020.07 - Current
- Maintained and recorded gift certificate documentation for accurate financial records.
- Responded to and diplomatically handled customer concerns with [Number]% customer satisfaction.
- Upsold products and services when processing transactions.
- Assisted customers with finding items, completing exchanges and obtaining refunds.
- Helped customers make product and service selections among range of options.
- Oversaw a team of [7] cashiers in delivering a seamless, efficient checkout experience for 150+ customers daily.
- Weighed products of varying shape and size to calculate correct values.
- Assisted with cashier close-down by counting drawer change and processing vouchers.
- Recorded daily transaction information using POS systems, enabling stock success monitoring.
- Maintained optimal cashiers covering by planning and managing effective staffing schedules.
- Bagged, boxed and wrapped goods with care to maintain quality and presentation.
- Operated cash registers with proficiency during high-volume shopping times, reducing customer queues.
- Handled currency payments, secured funds in register and prepared deposits at end of day.
- Trained and mentored new cashiers and clerks in correct processes.
- Regularly cleaned and straightened work areas, ensuring stores stayed tidy in line with company standards.
- Managed disputes and tenancy complaints to achieve high rate of first-time resolution.
- Negotiated settlements and resolutions in legal disputes and litigation.
Senior customer service officer
U bank pakistan
islamabad
2016.06 - 2017.04
- Employed tactful, diplomatic communication skills when dealing with dissatisfied customers, earning “excellent” in post-call customer evaluations.
- Updated account information after customer calls for well-maintained data accuracy.
- Listened actively to offer accurate information and best solution to their needs.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Engaged with stakeholders to build relationships and brand awareness.
- Consistently arrived at work on time and ready to start immediately.
- Reviewed customer history to recommend appropriate products and services.
- Prepared necessary forms to complete transactions.
- Improved company processes by analysing customer feedback and service trends.
- Resolved complaints with proactive problem-solving and analysis.
- Exceeded targets by delivering comprehensive and consistent service.
- Set appointments with field teams to carry out service changes or deliver new products.
- Managed banking and accounts with expert finance knowledge.
- Handled in-person, email and mailed correspondence.
- Maintained excellent client satisfaction by providing in-depth support.
- Optimised service delivery, using multilingual communication skills to meet needs of English,urdu/Hindi,pashto,punjabi-speaking customers.
Contact Centre Services Agen
Peshawer Airport
peshawer
2015.03 - 2016.05
- Optimised customer experience by tailoring responses to individual needs.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Achieved daily performance targets, aiding department progression towards sales goals.
- Planned and delivered customer service training, boosting satisfaction levels.
- Fielded incoming calls and messages from clients, addressing complaints to contact centre policies.
- Improved customer satisfaction ratings through responsive query resolution.
- Used in-depth product understanding to answer customer questions knowledgeably.
- Built positive customer rapport through friendly, professional communication.
- Coordinated dispatching for field team completing installation, maintenance and repair work.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Logged customer communications for complete service records.
- Reached out to established clients to follow up after sales and offer new products and services.
- Facilitated strategic decision-making by producing accurate, comprehensive end-of-shift reports.
- Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Asked probing questions of clients to understand needs and identify actionable requirements.
- Handled customer queries focused on first-call resolution.
- Used targeted questioning techniques to determine customer needs and appropriate support.
- Completed duties to deliver on targets with accuracy and efficiency.
Education
Bachelor of Arts - Economic, Finance, Management, Marketing Sociology
Kohat University of Science and Technology
Pakistan 2010.06 - 2014.09
Diploma - Accounting
Accounting
Dubai 2022.03 - 2022.06
Diploma -
AML Compliance
Dubai 2022.09 - 2023.01
Skills
- Cash handling policies
- High volume transactions
- Cash reconciliation
- Daily transaction summarising
- Credit card payment processing
- Service knowledge
- Identification checks
- Multi-tasking
- Employee motivation techniques
- Marketing
- Team building
Languages
English
Fluent
Hindi
Fluent
Urdu
Fluent
Timeline
Diploma -
AML Compliance
2022.09 - 2023.01
Diploma - Accounting
Accounting
2022.03 - 2022.06
Head cashier & Dispute Resolution officer
imile Delivery Service
2020.07 - Current
Senior customer service officer
U bank pakistan
2016.06 - 2017.04
Contact Centre Services Agen
Peshawer Airport
2015.03 - 2016.05
Bachelor of Arts - Economic, Finance, Management, Marketing Sociology
Kohat University of Science and Technology
2010.06 - 2014.09