Customer Service
CitrussTV
Total years of experience :8 years, 7 Months
- Answer calls and respond to emails
- Handle customer inquiries both by phone and by email
- Research required information using available resources
- Manage and resolve customer complaints
- Provide customers with product and service information
- Enter new customer information into system and update existing customer information
- Process orders, forms and applications
- Identify and escalate priority issues
- Route calls to appropriate resource
- Follow up customer calls where necessary
- Document all call information according to standard operating procedures
- Complete call logs
- Produce call reports
- Handling VF Cash financial reports across Retail Channel
- Handling Retail Channel daily operations
- Providing stakeholders/management with insights and analytical reports
- Acting as a dissection support consultant for the Management Team
- Monitoring abuse and fraud cases
- Ensure that all stores and transactions are compliant with CBE regulations, AML standards and corporate security policy
- Handling contracts issues
- Working closely with VF Cash stakeholders to insure smooth operations
- Handling requests and inquiries across VF Retail channel
- Handling customers’ complaint
- Enhancing all processes; “Retail/Back Office, Retail/stakeholders, Back Office/Vendors”
- Working with technology team on new projects that enhance the service
- Working with MPM team on new promos
- Training all agents across Vodafone Retail channel
Projects
- Integration between VF Cash platform and Company’s CRM to facilitate the activation process and increasing customers’ base - Vodafone Egypt
- Integration between VF Cash platform and POS to close financial gaps between the two systems - Vodafone Egypt
- Changing VF Cash platform for commercial purposes and to enhance overall experience - Vodafone Egypt
- Acting as a shift leader
- Interacting with customers
- Handling inquiries and complaints
- Communicating with different departments
- Training new comers
- Filing and archiving
- Preparing daily reports
- Responsible of cash operations
- Responsible of team schedule
- Responsible of store warehouse
- Handled all official and confidential documents
- Interacted with callers and visitors
- Organized CEO calendar
- Handled outgoing and incoming mails
- Kept a record for actions and meeting minutes
- Prepared an application for a new recruits
- Interviewed new applicants
- Was responsible of office equipment and supplies