Rokhsareh (Roxana) Rezaei

• Participated in regular meetings with upper management regarding progress updates on current initiatives.

• Contribute to the success of the Company through attending to all maintenance and warranty matters in a timely and professional manner.

• Answering incoming customer contacts (e.g., phone calls, comms, emails, SMS)

• Making outbound contact attempts to customers (e.g., phone calls, comms, emails, SMS) to obtain outstanding information or to notify of upcoming steps/milestones.

• Prioritising responses/actions for any escalated customers (e.g., VIPs, complaints, social media) or Internal jobs (e.g., Showrooms, Special projects).

• Ensuring all customer and job information is correct and up to date (e.g., contact information, delivery addresses, item status/stages, supplier/finish choices, required forms or documents).

• Updating the system status for any cancelled items and notifying relevant departments to stop work.

• Assist other departments and teams, and/or action any reasonable additional tasks, as directed by managers.

• Requesting QAI’s attend site and complete a case investigation, as required.

• Ensure your Daily Tasks checklist is updated as tasks are completed.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.