Open to opportunities

Fawzi Mabrouki

@fawzimabrouki

I’m a Booking.com customer support specialist skilled in resolving reservations, complaints, and complex inquiries in Arabic and English.

Tunisia

Message

What I'm looking for

I’m looking for a customer support role where I handle reservations and complex cases via phone, chat, and email, work in-office or remote, and grow customer satisfaction through empathy, strong problem-solving, and strict policy adherence.

I’m a dedicated and empathetic Customer Support Specialist with strong experience handling international customers for Booking.com in both Arabic and English. I’ve provided support through phone, chat, and email—helping users with reservations, cancellations, modifications, and special requests while staying calm and diplomatic in difficult cases.

Across in-office and remote (work-from-home) setups, I’ve maintained consistent performance by adapting quickly to new tools and following platform policies and procedures. I coordinate with partner hotels and internal teams to resolve issues efficiently, aiming for high satisfaction scores and clear, professional communication.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Assist Digital

May 2022 - May 2025 (3 years)

Provided customer support for Booking.com users in Arabic and English via phone, email, and chat, handling reservations, cancellations, modifications, and special requests. Resolved complaints and complex inquiries with empathy while coordinating with hotels and internal teams to achieve high satisfaction and follow platform policies.

Customer Support Reservation Management Complaint Handling Email Support Customer Satisfaction