Skander Touati

Currently serving as a Level 2 Supervisor, I am responsible for handling escalated cases from Level 1 agents, including complex, sensitive, and high-frustration customer situations. I ensure that each case is managed professionally and resolved efficiently to maintain customer satisfaction.

In addition, I provide ongoing technical and professional support to Level 1 agents, offering guidance throughout their shifts. My role also includes coaching team members, helping them improve their communication skills, problem-solving abilities, and overall performance to ensure consistent service quality.

As a Level 1 Customer Service Agent at VOSKER, I was responsible for handling inbound calls and assisting customers with technical issues, billing inquiries, and general support. My primary goal was to provide clear guidance and ensure that every customer interaction ended with a positive and satisfactory resolution, even within the limits of my role.

I consistently demonstrated strong professionalism, effective communication skills, and a customer-first approach. I was able to manage expectations, build trust, and maintain a high level of service quality while strictly adhering to company policies and procedures. Additionally, I contributed to sales opportunities when applicable, ensuring both customer satisfaction and business value.