Customer Service Corporate Account
Etisalat Egypt
Total years of experience :13 years, 3 Months
Customer Service Corporate Account Etisalat Egypt
Smart Village, Egypt
Current Employer
Job Description:
Handles all corporate customers inquiries providing accurate and pertinent information according to the contact center guidelines and quality standards.
Accordingly resolves corporate customer complaints and problems.
Strategically market and promotes new offers and plans.
Patiently handles intuitive customers and complaints
Detailed recording of main issues raised by customer through the company system for monitoring purposes and proper assistance.
Supervisor assistant & Senior Customer Service Receptionist
Al Khebra Driving Academy (Doha, Qatar)
2nd July 2013 to 2nd November 2014
Job Description:
Objectively provide a proper training for the new staff for effectiveness and efficiency of the operations.
Suggestively proposed an evaluation reports to the management for monitoring employees performances. In addition, an admissions report was suggested for self-monitoring performances.
Consistently support to all customer service agents with the new information and updates all throughout the operations.
Assist the Training Supervisors with full cooperation of the department for any adjustment in instructor’s schedules such as leave of absence, annual vacations, and others that may affect customer’s training. Also includes informing and updating respective customers accordingly.
Weekly and monthly monitoring and report of agent’s individual performance and group performance for better productivity.
Generally Takes care and assists to corporate representatives for fast and smooth services.
Proactively attends to customer needs and information with regards to government traffic rules.
Accepts admission for respective course program, and carefully evaluates requirements and other details. Accurately encodes such information into company programs/ system.
Provide a course orientation on the chosen program, terms and condition, course fee and its inclusions.
Ensures proper scheduling of classes to respective languages and preferred time.
Daily preparation of all files (admission list) for timely process of learning driving permit to avoid delay.
Directly coordinates with students for any issues and concern with regards to submitted documents as per government traffic rules and regulations.
Monitors student’s schedules. Ensure proper transfer of student’s schedule from one instructor to another when requires, and accordingly informs such to respective individuals.
Accordingly arrange and assign student/s to respective supervisor/s for conducting pre-test, to ensure qualification to traffic police test. And allocate such student for the test base on traffic police standard days and number of examinees.
Regularly coordinates with different departments, and respective individuals for smooth operation of the school.
Phone Banking Representative
Rak Bank (DSO Dubai Silicon Oasis)
March 2012 to May 2013
Job Description:
Actively receives call for telephone inquiries and concerns. Attentively listens, and accurately providing bank’s products, services, promotions, and other information.
Carefully attends to customer’s complaint and analytically resolves the problem, and providing alternative solutions accordingly.
Coordinates with different department for the efficient resolution of any issues and concern (such as complaint, fraud, legal affairs, collection, and others).
Initiatively educates customer for easy access of bank facilities and services thru company web site.
Selling and upselling bank’s products and services, that adheres to CCC rules effectively interprets the needs of the customers, maintains and enhances standards of quality for the services offered.
Strategic marketing and selling of products for increase of profitability.
Accurately computes monthly interest and penalty.
Builds a customer relationship/partnership which adds value to the customer leading to a long term profitable relationship by showing a broad knowledge or products and services and their competitive advantages.
Customer Care Agent (Mobile & Landline) - Etisalat (Ajman UAE)
August 2010 - February 2012
Customer Care Agent - Etisalat (Cairo, Egypt)
October 2009 - July 2010
Job Description:
Handles internal and external customer inquiries on the telephone providing accurate and pertinent information according to the contact center guidelines and quality standards.
Accordingly resolves customer complaints and problems.
Strategically market and promotes new offers and plans.
Patiently handles intuitive customers and complaints
Detailed recording of main issues raised by customer through the company system for monitoring purposes and proper assistance.
Faculty of commerce Accounting department