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Work Background
G. A. Bazerji & Sons s.a.lService Manager
May. 2024Lebanon
FreelanceSales Representative
Jan. 2024 - Apr. 2024
Brasserie Almaza LebanonCustomer Service Manager
Nov. 2019 - Jan. 2024Lebanon
Maserati Middle EastCustomer Care Manager
Sep. 2015 - Oct. 2019DubaiCustomer Satisfaction Program (CSI):
-Coordinate and communicate all the process improvement with the General Distributors and the Head Quarter, ensuring alignment of all parties involved.
-Overlooking the CSI reports and prepares the presentation for executive management.
-Create an action plan for each market to improve the customer service.
-Ensure that Maserati processes and guidelines are followed across the region.
-Creating new customer experience to ensure higher customer satisfaction. Customer cases management:
-Handling customer complaints and enquiries received by phone, e-mail or fax addressed to the regional office or headquarter for the Middle East, India and Africa.
-Investigating the customer concerns.
-Providing the best possible solution.
-Discuss the resolution with the concerned importer and the customer
-Use customer compliments, comments and complaints to drive improvements to service
-Improve the speed, quality and consistency of responses to enquiries by having our information in a format that can be easily accessed.
-Integrate customer care into mainstream service provision.
-Check and ensure that appropriate changes were made to resolve customers' problems.
-Create customer complaint handling processes for after-sales in the Regional office
-Improve the customer complaints handling the process of the General Distributors.
-Provide Customer care training for the customer care representative working for our general distributors
-Understanding the consumer protection law in each country if applicable
Daimler Middle East and LevantSenior Executive _Business Management & CSI
Apr. 2013 - Aug. 2015Responsible for customer satisfaction survey (CSI)
Daimler Middle East and LevantCustomer Care Executive
Mar. 2007 - Mar. 2013• Handling customer complaints and enquiries received by phone, e-mail or fax addressed to regional office or headquarter for the Middle East and Levant.
• Analyse the cases
• Generation of cases in the complaint management system.
• Keep records of customer inquiries, complaints, or comments, as well as actions taken.
• Send acknowledgement e-mail to customers confirming the receipt of their e-mail.
• Investigate the matter together with the respective general distributor.
• Following up with both parties to ensure all customer issues reach an appropriate conclusion.
• Recommend a proper solution in case of disagreement.
• Provide customers and staff with clear standards and expectations.
• Seek to provide a seamless service for customers.
• Provide a prompt, courteous and knowledgeable response to all customer enquiries.
• Enable our customers to provide feedback easily, through customer surveys.
• Use customer compliments, comments and complaints to drive improvements to service
• Improve the speed, quality and consistency of responses to enquiries by having our information in a format that can be easily accessed.
• Integrate customer care into mainstream service provision.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Create customer complaint handling processes for sales and after-sales in the Regional office
• Improve the customer complaints handling process of the General Distributors.
• Provide Customer care training for the customer care representative working for our general distributors
Daimler Middle East and LevantService Executive
Mar. 2007 - Mar. 2013Workshop Equipment, Special Tools, Reports
KIA Motors NatcoService Advisor
Aug. 2004 - Aug. 2006• Receive the vehicle from customers and define customer’s needs
• Follow up with the workshop in order to ensure that the car is ready on time
• Quality Control, confirming that all the customer concerns handled properly
• Follow up with the customers and make sure that all their problems solved
Audi, VW General Distributor in Lebanon, KettanehService Advisor
Oct. 2002 - Apr. 2004• Receive the vehicle from customers and define customer’s needs
• Follow up with the workshop in order to ensure that the car is ready on time
• Quality Control, confirming that all the customer concerns handled properly
• Follow up with the customers and make sure that all their problems solved
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