Rebekah Arif

A customer-focused professional with experience delivering high-quality service across telephone, digital, retail, sales and e-commerce environments. Experienced in handling high volumes of customer enquiries, resolving complaints, processing transactions, maintaining accurate records and communicating clear information while working within fast-paced, target-driven environments. I am confident using active listening and effective questioning to understand customer needs, investigate concerns and provide appropriate solutions.

Experienced in managing challenging conversations, handling multiple customer interactions simultaneously and maintaining a professional and empathetic approach under pressure. Currently working as a Sales & Commercial Assistant at Zara and undertaking management development training, demonstrating strong performance, reliability and potential for increased responsibility. Digitally confident, highly organised and quick to learn new systems and procedures.

Now seeking to build a long-term career within customer service and financial services, bringing strong communication, resilience, accountability, problem-solving and a genuine commitment to delivering positive customer outcomes.

Sales & Commercial Assistant - Zara - Birmingham

(2025-09)

• Delivered high-quality customer service in a fast-paced, target-driven environment.
• Handled customer enquiries, transactions, returns and complaints, providing clear and accurate solutions.
• Used active listening and empathy to resolve concerns and de-escalate challenging situations.
• Processed payments and refunds accurately while following company procedures.
• Balanced multiple priorities while working collaboratively to achieve customer-service and commercial targets.

Customer Sales Executive - Sage Solutions - Birmingham

(2025-06 - 2025-08)

Managed a high volume of prospective and existing customer interactions, providing professional information about products and services.

• Conducted outbound and inbound customer engagement and follow-up conversations, confidently introducing services and identifying potential customer needs.
• Used active listening, probing questions and needs-based conversations to understand individual requirements and recommend appropriate solutions.
• Responded to customer questions and objections professionally, providing clear information and addressing concerns before progressing enquiries.
• Maintained a customer-focused approach while working towards demanding individual and team sales KPIs and performance targets.
• Built rapport quickly with customers from different backgrounds, adapting communication style according to individual needs and levels of understanding.
• Managed rejection and challenging conversations with resilience, maintaining professionalism and a positive approach throughout high-volume customer contact.
• Took ownership of customer conversations from initial engagement through to the appropriate outcome or follow-up.
• Maintained accurate records of customer interactions, outcomes and follow-up requirements to support effective customer management.
• Prioritised customer follow-ups and sales opportunities while managing multiple interactions and competing targets.
• Worked independently to achieve performance expectations while contributing towards wider team objectives.
• Developed strong skills in telephone communication, objection handling, customer needs analysis, negotiation and relationship management.
• Consistently worked towards demanding customer contact and sales targets in a performance-driven environment.

Property Administration & Customer Service Placement - Baraka Property Group - Birmingham

(2025-05 - 2025-05)

• Supported customer enquiries and provided professional, accurate information.
• Organised client and property documentation while maintaining accurate and confidential records.
• Coordinated property viewings and communicated updates to customers.
• Managed multiple administrative tasks and customer communications within deadlines.

Customer Service & E-commerce Advisor - Candylicious Time / Mars Sweet Treats - Remote, UK

(2023-03 - 2025-04)

Acted as a key point of contact for customers, managing 80+ of enquiries through digital, social-media and direct customer communication channels.

• Responded to customer enquiries regarding orders, products, availability, payments, deliveries and general account or service issues.
• Managed customer conversations from initial enquiry through to resolution, providing timely updates and maintaining a professional customer experience.
• Investigated delayed, missing, incorrect or incomplete orders, identifying the cause and providing appropriate solutions wherever possible.
• Handled customer complaints and dissatisfied customers professionally, using empathy, active listening and problem-solving to de-escalate concerns.
• Maintained accurate customer, order and delivery information to ensure enquiries could be progressed efficiently.
• Managed multiple active customer enquiries simultaneously, prioritising urgent order and delivery issues according to customer impact.
• Processed customer orders accurately from initial purchase through to fulfilment and dispatch.
• Provided proactive customer updates where orders or deliveries required additional attention, helping manage expectations and reduce repeat enquiries.
• Followed up outstanding customer issues and took ownership until an appropriate outcome was achieved.
• Supported online sales enquiries by explaining products, promotions and availability and helping customers make informed purchasing decisions.
• Managed customer communication alongside order processing, packaging, dispatch and administrative responsibilities within a busy small-business environment.
• Supported social-media customer engagement and promotional activity to increase visibility, enquiries and repeat business.

Seasonal Sales Assistant - Footasylum - Birmingham

(2024-06 - 2025-01)

• Delivered professional customer service in a fast-paced retail environment.
• Handled enquiries, purchases, returns, refunds and complaints efficiently.
• Used active listening to understand customer needs and provide suitable solutions.
• Processed transactions accurately while following company procedures.
• Remained calm under pressure and worked collaboratively to achieve service targets.

Level 3 Qualifications - Applied Business, Applied Law, Criminology Level 3 Diploma, Sociology AS Level - Joseph Chamberlain Sixth Form College

GCSEs - English, Mathematics, Science, Religious Education, Food & Nutrition, Sport - Hall Green Secondary School