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Work Background
Service Manager
G. A. Bazerji & Sons s.a.lService Manager
May. 2024Lebanon
Sales Representative
FreelanceSales Representative
Jan. 2024 - Apr. 2024
Customer Service Manager
Brasserie Almaza LebanonCustomer Service Manager
Nov. 2019 - Jan. 2024Lebanon
Customer Care Manager
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
Senior Executive _Business Management & CSI
Daimler Middle East and LevantSenior Executive _Business Management & CSI
Apr. 2013 - Aug. 2015Responsible for customer satisfaction survey (CSI)
Customer Care Executive
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
Service Executive
Daimler Middle East and LevantService Executive
Mar. 2007 - Mar. 2013Workshop Equipment, Special Tools, Reports
Service Advisor
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
Service Advisor
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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Personal Pitch
Efficient Service & Engagement Expertise
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