محمد عبد الباقي احمد

ممثل خدمة عملاء انترنت في فودافون

• مصر - القاهرة
• فبراير 2010 إلى فبراير 2013

§ Act as a first line of support to all VF Egypt internet users’ inquiries ( technical / billing ).

§ Provides relevant and accurate information (Services, Products & Policies)

§ Follow up with second line of support to make sure that all escalated problems will be solved in the appropriate time

§ Provide customer with appropriate options/right suggestion.

§ Respond and solve all Vodafone Egypt internet customer inquiries regarding all internet Service and provide an end-to-end ownership to these inquiries till closure.

§ Coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s internet Service and relative hardware.

§ Take the ownership of escalated service requests through problem resolution for the benefit of Vodafone’s internet customers.

§ Ensure elimination of wrong transactions that leads to financial negative impact.


§ Own all customer inquiries regarding internet till closure and post resolution call to ensure customer satisfaction and close case.

§ Handle escalated calls from either the call center or directly from the customers to an outcome of maximum customer satisfaction.

§ Conduct outbound calls to customer problems received from call center / corporate agents to ensure solving the customer problem according to the Service Level Agreements.