Experience

travel

• Tour operator



Jumia Group

• Nigeria
• Technology, Information and Internet
• 700 & Above Employee

• Team Leader Customer Service

  • Dec 2013 - Present

  - Supervising the activities of customer service representatives in accomplishing customer care goals. - Leads, plans, and reviews the work of staff responsible for providing customer service in support of the City’s utility service and billing functions including the production and collection of payments - Responds to the more sensitive and difficult public inquiries in a courteous manner; researches, resolves, and responds to customer problems and complaints in an efficient and timely manner - Performs the full range of Customer Service Representative duties as necessary - Handling escalated and unresolved calls from less experienced representatives. - Providing input into hiring decisions and performance appraisals. - Participates in the selection of assigned staff; provides and coordinates staff training; performs lead supervision over lower level staff; works with employees to correct deficiencies; assists in implementing discipline procedures; supports and relieves customer service staff. Show less



Teleperformance

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

• Technical Support Advisor

  • Aug 2012 - Dec 2013

  Working as Technical Support reporting to Team Manager - Handling all technical service for very important product in the UK (Samsung- Digital Imaging) for all the British and Irish customers. - Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.. - Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services - Gather customer’s information and determine the issue by evaluating and analyzing the symptoms; - Identify and escalate priority issues per Client specifications; - Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business; Show less



Stream Global Service

• Egypt

• Professional Support

  • Aug 2010 - Aug 2012

  Working as Customer Support Professional reporting to Team Manager - Handling all service for very important product in the USA (Sirius XM Satellite Radio) for all the American customers. - Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and accurately. - Intimate knowledge of the customers needs. - Able to communicate clearly, both written and in speech. - Talks in a way the customer can understand. - Handles in the best interest of both customer and company. - Able to use automated information systems to analyze the customers situation. - A pleasant, friendly style to build a long-term relationship with the customer. Show less



Mass Travel

• Egypt

• Tour Leader (Spanish)

  • May 2001 - Aug 2010

  - Arranging all kinds of incoming tours all over Egypt for Spanish, Latin-American and English speaking groups, - “Lately being Responsible for Spanish Market “ - Making contracts with hoteliers, airlines and Ground transport companies. - Market their tours either through travel agencies or directly to customers - Devise and price all-inclusive tours and holidays - Plan which countries, resorts and hotels to use - Check on facilities and amenities in different resorts and countries - Visit hotels, inspect rooms and negotiate rates - Set prices, taking competitors’ prices into account - Organize special-interest tours and holiday Show less