Youssef Dahiri
Customer Service Asociate
Sharjah
Summary
Bi-lingual individual with a customer orientation customer centric individual of more than 5 years' experience in customer service with strong work ethic and a positive attitude. Hopeful for Customer Care Representative position, bringing a high level of professionalism as well as advanced PC and customer service skills.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Senior Customer service associate
Al Hilal Bank currently ADCB Group
09.2017 - Current
- Live chat, inbound calls to assist +60 regular, VIP and VVIP customers inquires and follow up with customer requests
- Educate customer about bank app, loyalty points and preventing fraud
- Capture new accounts and products to generate sale
- Maintain customer database and update periodically
- Refer complex issues to the management
- Other tasks managing agents breaks, inquiry and handling escalations in case supervisor is absent.
Store assistant
Mazagan Electronics Ltd
08.2015 - 06.2017
- Welcome customer and help with the purchase, refund
- Maintain contact with the customer after service
- Arrange store, stockroom and customer orders.
Customer support
Tadla Centre Ltd
02.2013 - 07.2015
- Politely handle dozens of customer inquiries and issues
- Technical support following script thru clear way
- Offer available product and service upgrades
- Live chat through CRM.
Education
Diploma - IT Support
Institute of Applied Technology, OFPPT
01.2012 - 04.2014
Microsoft Certified Professional - undefined
Beni Mellal
01.2013 -
High School - undefined
01.2011 - 04.2012
Skills
Microsoft office
Professional customer service
Multitasking (emails, live chat inbound – outbound calls)
CRM
Sales & product knowledge
Complex Problem-Solving
Quality Assurance
Cross-Functional Team Collaboration
CRM Software
Customer Relationship Management (CRM)
Product and service solutions
Customer Complaint Resolution
Problem Resolution
Product Knowledge
Complaint Handling
Direct Sales
Product Education
Calm and Professional Under Pressure
Team building
Adaptability
Computer Skills
LiveChat Messaging
Effective Communication
Microsoft Office
Problem-Solving
Languages
Fraud awareness
Arabic: Native
English: Fluent
French: Advance
Training
- Microsoft Certified Professional
- Microsoft Office Specialist
- Compliance Foundations
- Sanctions (Fraud Awareness, AML)
Timeline
Senior Customer service associate
Al Hilal Bank currently ADCB Group
09.2017 - Current
Store assistant
Mazagan Electronics Ltd
08.2015 - 06.2017
Customer support
Tadla Centre Ltd
02.2013 - 07.2015
Microsoft Certified Professional - undefined
Beni Mellal
01.2013 -
Diploma - IT Support
Institute of Applied Technology, OFPPT
01.2012 - 04.2014
High School - undefined
01.2011 - 04.2012