georgio Rached

Delivered high-end customer support via phone, email, and chat for IQOS users, ensuring a
premium brand experience
Assisted customers with device troubleshooting, replacements, and general product inquiries in
accordance with brand standards.
Processed warranty claims, deliveries, and follow-ups while ensuring compliance with company
policies and legal regulations.
Maintained accurate records of customer interactions and transactions using CRM tools (e.g.,
Salesforce).
Educated customers on proper usage, maintenance, and cleaning of IQOS devices to ensure
satisfaction and reduce returns.
Collaborated with internal departments (logistics, technical, sales) to ensure a seamless customer
journey.
Met and exceeded KPIs related to customer satisfaction (CSAT), average handling time (AHT), and resolution rates

Reconciling the company's bank statements and bookkeeping ledgers
Completing analysis of the employee expenditures
Managing income and expenditure accounts
Generating the companys nancial reports using income and expenditure data
Keeping a check on the companys nances based on nancial status

Handle day to day Visa applications in compliance with Standard Operations Procedures
Greeting customers, supporting completion and checking of applications, obtaining biometric
data, other documentation and data entry procedures
Following an established and dened ling and administration process, guided by acomputer based
system
Ensure engagement with applicants providing a rst-clas sservice and positive customer
experience The Selection Criteria