Said Afifi
Dubai
Summary
Experienced customer service professional with a strong focus on team collaboration and achieving results. Adept in conflict resolution, effective communication, and customer relationship management. Recognized for flexibility and reliability, consistently adapting to changing needs while upholding high standards. Demonstrated ability to enhance customer satisfaction and drive positive outcomes.
Overview
9
9
years of professional experience
Work History
Senior Customer Service Advisor
Toyota Egypt
Cairo
10.2023 - 04.2025
- Greeted customers on lot and in showroom to answer questions about brand and available inventory
- Provided comprehensive product demonstrations, highlighting key vehicle features and benefits
- Delivered exceptional customer service, addressing concerns and resolving issues promptly
- Built rapport with potential buyers through active listening skills, resulting in increased trust and successful sales closures
- Achieved high levels of customer satisfaction through consistent follow-ups post-sale to address any questions or concerns
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
Senior Customer Service Representative
Etisalat Ajman
Ajman, UAE
11.2020 - 09.2023
- Company Overview: (high value customers, vip, nobles and sheikhs)
- Handled high call volumes, live chat, Email with accuracy and efficiency for optimum productivity
- Developed profitable relationships with high-spending clientele by successfully employing rapport-building techniques
- Escalate customer issues to the appropriate department or manager as needed
- Collaborate with other departments to resolve customer issues and concerns
- Contribute to team goals and initiatives to improve customer satisfaction and retention
- Report problems with communications/hardware equipment to the Information Technology Services Department/Call Centre Department
- Knowing our products inside and out so that you can answer questions
- Document and submit FAQs to the contact center management team under established procedures
Customer Service Representative
Raya contact center
Dubai, UAE
12.2017 - 11.2020
- Responding to online inquiries and leads promptly and professionally via email, chat, or other communication channels
- Engaging with potential customers through online platforms to understand their needs and preferences
- Providing product or service information, demonstrations, and pricing details to prospective buyers
- Guiding customers through the online purchasing process, including order placement, payment processing, and delivery options
- Building and maintaining relationships with existing customers to foster loyalty and repeat business
- Following up with customers to ensure satisfaction with their purchases and address any issues or concerns
Customer Service Representative
National Bank of Egypt
Cairo
12.2015 - 10.2017
- Managed high volume of inbound calls, ensuring prompt and professional customer service.
- Maintained up-to-date knowledge of banking regulations, ensuring compliance and customer protection.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
Education
Bachelor Of Commerce - Accounting
Menofia University
Sadat City07.2011
Skills
- Complaint handling
- Task delegation
- Email etiquette
- Live chat support
- CRM software
- Call handling
- Customer support
- Order fulfillment
- Quality assurance
- Account management
- Teamwork and collaboration
- Problem-solving skills
- Time management
- Excellent communication
- Active listening
- Money handling
- Microsoft office
- Professional telephone demeanor
Languages
Arabic
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Timeline
Senior Customer Service Advisor
Toyota Egypt
10.2023 - 04.2025
Senior Customer Service Representative
Etisalat Ajman
11.2020 - 09.2023
Customer Service Representative
Raya contact center
12.2017 - 11.2020
Customer Service Representative
National Bank of Egypt
12.2015 - 10.2017
Bachelor Of Commerce - Accounting
Menofia University