Experience

Ulemt

• Egypt
• Internet Publishing
• 1 - 100 Employee

• Back-Office Support Specialist

  • Feb 2022 - Present

  • Responsible for providing customer support of a payment provider. • Managing incoming customer data and fulfilling service requests from customers and other departments and providing accurate, valid and complete information to the clients’ request. • Verifying the validity of suspected transaction by contacting to confirm the occurred transactions as per our parameters. • Observing various customer transactions to identify suspicious activates. • Take appropriate action based on established procedures and document those actions. • Tracking transaction from C2B, B2B and B2C. • Requested the needed documents from the merchant company. • Validate the customers provided documents (Expiration date, Name, Countries, Etc.) • Send the relevant documents to E-bank after validating them. Show less



Raya CX

• Egypt
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Team Leader

  • Apr 2020 - Dec 2021

  • Investigate and resolve customer complaints and queries – particularly escalated ones.• Provide feedback and support to the Customer Care team to ensure that all issues are resolved according to CS SLA.• Continuously monitor the performance of the team, and craft tailored development plans for each member.• Conduct coaching sessions and 1:1s in an organized manner.• Monitor chats/calls/tickets either live or saved and provide feedback.• Support Process Improvement and contribute to process optimization.• Support team members by answering questions and providing knowledge or solutions.• Monitor adherence and conformance to shifts and schedules.• Participate in the budget build-up. Show less

• Escalation Desk Specialist

  • Mar 2019 - Apr 2020

  • Responsible for responds to and manages complaints and escalations from customers.• Managing escalations relating to services, handling problem tickets, calls, and providing feedback to upper management regarding customer issues.• Ensure the customer problems has been solved.

• Senior Customer Service and Floor Support (Officer)

  • Mar 2019 - Apr 2020

  • Controlling a team of call center agents.• Ensure the calls are answered by agents in a timely manner.• Assist in implementation of Call Centre policies and procedures.• Supervise & monitor the shift personnel in daily operations.• Listen to life calls, Side by Side calls and do coaching.• Provide complete information to the team and ensure they act on it• Ensure Quality of service and the maximum utilization of agents on queue.

• Customer Service Agent

  • Dec 2018 - Mar 2019

  • Handling customer's queries via calls.• Run diagnostic programs and troubleshoots to fix technical issues related to home internet.• Provide first level contact and convey resolutions to customer issues.• Track, route and redirect problems to correct resources.• Supports operation of expert desk and serves as focal point for customer concerns.



Jumia Egypt

• Egypt
• Retail
• 700 & Above Employee

• Internal resolution Specialist

  • Mar 2018 - Dec 2018

  • Provide members with accurate and appropriate information to answer questions, troubleshoot issues, and resolve member complaints.• Resolve complaints and escalate unresolved complaints to management.

• Customer Service Agent (Social media)

  • Mar 2018 - Dec 2018

  • Respond to comments made on our social channels in a timely, friendly, and professional manner to educate and create positive connections with our community.• Identify sensitive issues and potential escalations, and delegate to appropriate teams ensuring that all members are helped in a quick and thorough manner.• Maintain the highest level of professionalism while managing sensitive issues. Demonstrate empathy while providing thoughtful and prompt resolutions.