RAZAL A NAJEEB
DUBAI
Summary
Dynamic customer service professional with a proven track record, enhancing customer satisfaction and resolving complex issues with empathy. Skilled in CRM software and customer engagement, I excel in fostering customer relationships and teamwork. Achieved significant improvements in customer experience and retention through effective problem-solving and interpersonal skills.
Overview
3
3
years of professional experience
Work History
Customer Service Executive
KADDAH BUILDING CLEANING EQUIPS
Dubai, United Arab Emirates
09.2023 - 10.2024
- Provide professional and warm welcome to the customer and acknowledge them as soon as customer enter the store.
- Make the customer feel comfortable by initiating a conversation that allows them to express the purpose for their visit to the store.
- Invite and accompany our customers to discover the store and its artworks.
- Redirect the customer to the relevant department when needed
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Inform the clients about the approximate waiting time to be attended by a client advisor.
- Communicate with the sales team to ensure a smooth and professional handover of the customer to the nearest sales advisor available.
- Ensure a professional farewell to the customer
Customer Service Representative
Maruti Suzuki
INDIA
06.2021 - 08.2023
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Promptly responded to inquiries and requests from prospective customers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
Bachelor of Mechanical Engineering -
ILAHIA COLLEGE OF ENGINEERING AND TECHNOLOGY
INDIAHigh School Diploma -
MD SEMINARY
INDIASkills
- Team collaboration
- Customer engagement
- Customer relationship management
- Complaint handling
- Communication
- Contact Centers
- Customer Experience
- Customer Satisfaction
- Customer Service
- Customer Support
- Interpersonal Skills
- Negotiation
- Problem Solving
- Sales Processes
- Satisfaction monitoring
- Troubleshooting
- Technical support
- CRM software
- Computer skills
- MS office
- Teamwork and collaboration
- Customer relationship management (CRM)
- Problem-solving abilities
Languages
English
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Tamil
Advanced (C1)
Arabic
Beginner (A1)
Hindi
Intermediate (B1)
Timeline
Customer Service Executive
KADDAH BUILDING CLEANING EQUIPS
09.2023 - 10.2024
Customer Service Representative
Maruti Suzuki
06.2021 - 08.2023
Bachelor of Mechanical Engineering -
ILAHIA COLLEGE OF ENGINEERING AND TECHNOLOGY
High School Diploma -
MD SEMINARY