Rana Ghazal

Manage a team of Customer Contact Experts, overseeing the day-to-day customer contact ensuring the high quality and service standards are maintained
•Troubleshooting customer issues, handling escalated customer calls and daily team administrative functions.
•Experience/proficiency in programs such as Zoho CRM, Zendesk, JIRA
•Handle the communications, technical issues with the QA team, testing bugs, and creating tickets on JIRA.
•E-Commerce Order Management, keeping track of customers' orders and handling the steps involved with fulfilling them.
•Efficient time management, ability to multi-task and detail-oriented.
•Training team members, setting strategy and monitoring progress towards goals

Inform customer's about the company's policies and procedures
•Handle customer's inquiries and concerns over chat, calls, emails Executes assigned tasks according to departmental processes to ensure consistency and accuracy.
•Follows and complies with company and departmental policies and procedures.
•Daily reporting & monitoring the payment process

Handle customers inquiries, queries, tickets.
•Working on Siebel system & Enterprise billing system.
•Collect customers info. & feedback to analyze and report.