Customer Care Representative

Handled customer inquiries, complaints, service requests, and account-related concerns through phone, WhatsApp, live chat, and email. Managed a high volume of customer interactions while maintaining professionalism, accuracy, and a positive customer experience.

Investigated concerns, provided clear explanations, and coordinated with relevant teams for cases requiring additional support. Used CRM tools to document interactions, requests, complaints, and resolutions, while de-escalating concerns and following through to resolution.

Assisted customers with inquiries, requests, and service-related concerns, providing clear and professional communication. Identified customer needs and worked toward practical solutions.

Maintained accurate customer information and interaction records to support consistent service and follow-up. Escalated issues to the appropriate team when necessary and built positive relationships through patience, active listening, and timely assistance.

Assisted guests with reservations, check-in concerns, inquiries, and service requests in a busy customer-facing hospitality environment. Provided attentive and professional service while responding calmly to guest concerns.

Resolved a reservation and payment discrepancy by verifying the situation, escalating the matter to Finance, and following through until payment was traced and the reservation issue was resolved. Coordinated with relevant departments for issues requiring further investigation.

Communicated with customers by phone to identify needs, answer questions, and provide relevant information. Handled customer concerns with respectful, customer-focused communication.

Used CRM systems to document customer information, interaction outcomes, follow-up requirements, and status updates. Followed established processes to ensure accurate records and consistent follow-up activity.

Higher National Diploma in Business Administration and Management.