BERGAIGA FATIMA ZAHRA
Jeddah,Saudia arabia
Summary
Results-driven Customer Service Representative skilled in customer relationship management and complaint resolution. Delivers high customer satisfaction through prompt inquiry handling and effective issue resolution. Proficient in upselling and relationship-building, achieving sales targets by understanding customer needs. Enhances customer experience by efficiently managing complaints and ensuring follow-up satisfaction.
Overview
3
3
Languages
5
5
years of professional experience
Work History
Customer Service Representative
Booking.com
marrakech, Morocco
02.2017 - 04.2019
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Assisted customers with product-related questions, feedback and complaints.
- Addressed customer service enquiries quickly and accurately.
- Built rapport with customers through courteous and professional communications.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Assisted in the fulfilment of customer orders placed in person, via email, online and by telephone.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Assisted customers with varying questions using product knowledge and service expertise.
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
- Processed inbound customer calls, providing information on service or product upgrades
Sales and Customer Service Representative
Argan ladies coperative
marrakech, morocco
10.2014 - 01.2017
- Increased sales targets by developing and maintaining strong relationships with new and existing customers.
- Communicated promotions and special offers, driving customer engagement and boosting sales.
- Responded to customer queries with detailed product information, enhancing understanding and facilitating informed purchasing decisions.
- Assessed customer needs through detailed consultations and recommended products that perfectly matched their requirements.
- Educated customers on how to use products or services by providing demonstrations and presentations.
- Managed and resolved customer complaints efficiently, providing satisfactory solutions to enhance customer experience.
- Followed up with customers to provide support and evaluate satisfaction with resolutions, strengthening customer relationships.
- Maintained current knowledge of company products and services to accurately answer client questions and make appropriate recommendations.
- Handled customer complaints, providing appropriate solutions and recommending alternatives.
- Responded promptly to customer questions to improve customer loyalty and satisfaction.
Brand Representative
coca cola
marrakech, morocco
06.2014 - 09.2014
- Created customer awareness of goods, services and special promotions with creative advertising strategies.
- Collaborated with sales teams to align marketing strategies with sales objectives, driving revenue growth.
- Engaged in department meetings to brainstorm new ideas for upcoming projects.
- Adapted marketing plans in response to data tracking efforts to raise brand awareness.
Education
Diploma of Higher Education - English literature
cadi ayyad university
Marrakech01-2013
Skills
- Customer Service
- Call handling
- Complaint resolution
- Complaint handling
- Customer relationship management
- Sales techniques
- Product knowledge
- Product troubleshooting
- Customer feedback analysis
- Time management
- Multitasking
- Database management
- Inventory management
- Call centre experience
- Communication skills
- Digital communication
- Telephone skills
- Professional telephone etiquette
- Active listening
- Problem solving
- Team collaboration
- Relationship building
- Customer service focus
- Adaptive team player
- Basic computer knowledge
- Problem solver
Languages
Arabic
First Language
French
Advanced
C1
English
Proficient
C2
Hobbies and interests
- travel
- Drawing
- cooking
- Discover new things
Timeline
Customer Service Representative
Booking.com
02.2017 - 04.2019
Sales and Customer Service Representative
Argan ladies coperative
10.2014 - 01.2017
Brand Representative
coca cola
06.2014 - 09.2014
Diploma of Higher Education - English literature
cadi ayyad university