Ruksar Hussain
Wellington,WGN
Summary
Customer care professional with proven track record in delivering exceptional service and resolving complex issues. Strong communication and problem-solving skills, combined with focus on team collaboration and adaptability to changing needs. Known for building strong relationships with clients and achieving results that align with company goals. Adept at utilizing CRM software, handling high-volume inquiries, and maintaining positive customer experience.
Overview
12
12
years of professional experience
Work History
Customer Care Specialist
Kuehne + Nagel Limited
11.2022 - Current
- Driving customer engagement, satisfaction, retention + reactivation in close cooperation with Field Sales and the Operational Care Centre (OCC)
- Establishing and strengthening operational relation to customer contact(s) through daily interactions, regular care visits, pro-actively advising and consulting to ensure customer satisfaction
- Qualifying customer inquiries and provide quotations within the given price band
- Supporting with customer onboarding, ensuring inclusion and transfer of customer requirements into the KN systems alongside the (initial) customer order
- Documenting, resolving, analyzing all complaints, and then identifying and eliminating root causes
- Creating and refining customer reports
- Being the key point of contact and responsible for providing customers with up-to-date information on shipments (import & export).
- Determining specific service requirements and guiding customers on the end-to-end air and sea freight process including regulatory requirements and documentation.
- Building long term and effective relationships with customers (internal and external).
- Identifying and pursuing possible opportunities to up-sell.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
Customer Relations Specialist / Field Sales Executive
DHL Global Forwarding (Fiji) Limited
06.2016 - 01.2020
- Handling customer enquiries e.g., Track and Trace
- Reviewing reports (generated by the Performance Reporting & Exception Specialist) and sending them to the customer
- Taking and registering all customer complaints
- Driving solution to customer complaints by solving it directly or assigning tasks to other functions
- Acting as first contact point for customer claims; support customer in notification and reception of claims, providing DHL Global Forwarding claim documents, collect required documents from client and hand over to specialised claim handlers when documents are complete
- Take and process customer feedback and ask for Customer Services related feedback (e.g., follow-up on complaint handling)
- Collaborate closely with Operations and other departments for smooth handling of shipments and continuous updates
- Service existing accounts, obtain bookings and establish new accounts by planning and organising daily work schedule to call on existing and potential customers
- Prepare and present quotations - follow up to secure bookings
- Update and submit thorough weekly Quotation Report to Sales Manager
- Create and broadcast weekly sailings to customers
- Enter Quotations into Quote-Shop
- Keeping Manager informed by submitting activity plan reports, such as weekly sales plan, weekly customer visits and monthly New Customer Acquisition Report
- Contribute to team effort by accomplishing related weekly results E.g.: Operations work of Delivery Order collections, VIP Customers document deliveries, Container Bond Cheque collections
- Updating and maintaining I SELL reports, maintaining data quality of account information and Opportunities
- Creating tender documents and submissions
- Strengthen existing customer relationship and have ability to successfully close business transactions and achieve service goals.
- Develop a database of qualified leads through referrals, telephone canvassing, face to face cold calling, email and networking.
- Carry Out Customer Service and Sea Freight Operations role when required
- Create Rate Cards for Customers and upload on Rate Repository
- Carry out Admin role as and when required
Customer Relations Officer
UB Freight (Fiji) Limited
02.2013 - 04.2016
- Arranging air/sea freight shipments from all Southeast Asia Countries to Fiji Islands
- Providing freight quotations to customers
- Determine charges for services requested, arrange for billings
- Constant liaison with freight agents based in all countries for effective shipment coordination
- Maintaining customers focus on all times and answering to customer's inquiries using the standard guidelines of the organisation
- Taking ownership of complaint and queries and proactively following through to resolution.
- Maintaining records through track-freight of all transactions and interactions made with customers
- Perform various customer service activities, including upselling and handling new & existing accounts
- Maintain, grow, and build long term relationships with account portfolio via phone calls, emails, and job quality follow up
- Act as a liaison between clients and operations & other departments to ensure efficient service levels are delivered to the clients
- To check & raise invoices as per company objectives and ensure the same is delivered to the correct person within the delivery deadlines agreed
- Identifying and escalating consistent or recurring problems with the systems functionality
- Creating advertisement for local Newspapers on a weekly basis for customer information
- Conduct customer service training with the interns based in Fiji Offices
- Additional duties as assigned with accounts department for debt collection
Education
Bachelor of Commerce - Management, Public Administration, Human Resource Management
University of The South Pacific
Suva09.2021
Skills
- Critical thinking
- Analytical skills
- Team-player skills
- Organisational skills
- Relationship building
- Responsibility seeking
- Quality focus
- Valid driver's license
- Customer service excellence
- Quality assurance
Professional Attributes
- I have successfully combined my studies with work and other commitments showing myself to be self-motivated, organised, and capable of working under pressure.
- Strong skills in assisting fellow team members to achieve desired results.
- I am reliable, trustworthy, hardworking, eager to learn and have a genuine interest in business and customer service.
- I am comfortable with analysing and understanding data, presenting myself in a professional manner.
Attributes
- Highly motivated, enthusiastic and have a keen desire to continually update my knowledge and skills.
- Loyal employee who is hard working, reliable and ethical because I understand it is a two-way relationship.
- Strong drive and motivation to continually develop my professional skills.
- I see myself as being competent and versatile with good organizational skills.
- Able to handle pressure while organising my time and tasks based on its urgency so that work and job demands get proper attention.
- I am motivated and positive about the work I do by setting myself goals and working towards them.
- Good command of oral and written English with public speaking ability.
Professional Achievements
- Certificate in Customer Relations, Fiji National University, 01/14
- Customer Service training, U.B Freight (NZ) Limited, 01/16
- Certified International Forwarder training, DHL Brisbane, 01/17
- Certified OHS Representative, Fiji National University OHS Training, 01/18
- Certified International Forwarder (Sales Module), DHL Auckland, 01/18
- DHL Employee of the Month, 05/17, 12/17, 09/18
- Certified International Forwarder (Service Promise), DHL Fiji, 01/18
- Global Customer Service Excellence, DHL Fiji, 01/19
- Certified International Forwarder Compliance Awareness, DHL Fiji, 01/19
Timeline
Customer Care Specialist
Kuehne + Nagel Limited
11.2022 - Current
Customer Relations Specialist / Field Sales Executive
DHL Global Forwarding (Fiji) Limited
06.2016 - 01.2020
Customer Relations Officer
UB Freight (Fiji) Limited
02.2013 - 04.2016
Bachelor of Commerce - Management, Public Administration, Human Resource Management
University of The South Pacific
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