Saifur R. Arif
Customer Service Call Center Agent (Inbound/Outbound, Chat, Email, Calls)
Bur-Dubai
Summary
Customer-focused Call Center Customer Service Agent with 8+ years of experience in inbound/outbound support, sales, and issue resolution across international markets (UAE, Bangladesh, USA). Proven ability to handle high-volume calls (120+ daily), improve customer satisfaction scores (95%+ at J&T Express), and streamline processes. Dynamic communicator fluent in English, Hindi, Urdu, Bengali, and basic Arabic, adept at conflict resolution and de-escalation. Skilled in CRM tools (Zendesk, Salesforce) and training new hires to optimize service delivery. Passionate about enhancing customer experiences through efficient problem-solving and multilingual support.
Overview
8
8
years of professional experience
5
5
Languages
Work History
Call Center Customer Service Representative
J&T Express Middle East Dubai, HQ
03.2024 - 02.2025
- Handled inbound/outbound calls for logistics and delivery inquiries. (100-150 calls daily)
- Maintained a 95%+ customer satisfaction rate through effective problem-solving.
- Collaborated with cross-functional teams to escalate and resolve complex issues.
- Managed logistics-related customer inquiries (shipment tracking, delays, refunds) via calls/email.
- Trained 5+ new hires on CRM systems and company protocols.
Customer Service Representative
InDrive (Bangladesh Operations)
06.2021 - 11.2023
- Provided 24/7 support for ride-hailing app users, resolving fare disputes and driver-passenger conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Collaborated with cross-border teams to improve app UX based on feedback.
- Documented customer interactions in the CRM system for future reference.
Call Center Customer Service Representative
The Estates Real Estate LLC
11.2016 - 06.2021
- Provided remote customer support for Real Estate Company with Client Handle Support
- Assisted US-based customers with billing, technical troubleshooting, and account management.
- Achieved consistent high performance metrics (e.g., 90%+ first-call resolution).
- Trained new hires on CRM tools (e.g., Zendesk, Salesforce).
- Handled property inquiries, scheduling, and tenant support for a US-based real estate firm.
- Maintained a 90%+ satisfaction score on post-call surveys.
- Automated FAQ responses using Zendesk, cutting response time by 30%.
Education
High School Diploma -
Vibe Education Dubai
Dubai, United Arab Emirates 04.2001 -
Skills
Multilingual Support (English, Bengali, Hindi & Urdu)
CRM Tools (Zendesk, Salesforce, Freshdesk, Zoho etc)
Conflict Resolution & De-escalation
High-Call Volume Handling (120 calls/day)
Technical & Billing Support
Inbound/Outbound Call Handling
Customer service
Active listening
Customer support
Decision-making
Additional Information
Availability: Immediate
Timeline
Call Center Customer Service Representative
J&T Express Middle East Dubai, HQ
03.2024 - 02.2025
Customer Service Representative
InDrive (Bangladesh Operations)
06.2021 - 11.2023
Call Center Customer Service Representative
The Estates Real Estate LLC
11.2016 - 06.2021
High School Diploma -
Vibe Education Dubai
04.2001 -
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