طه الجبالي

• Communicate with the churned customers who asked or applied for cancellation or didn't pay their monthly invoices as they were facing technical or financial issues through outbound calls and retain them with the available resource according to the company policies and procedures.
• Follow up with the customers about the issues (technical and financial) they are facing and communicate with the concerned department to increase the customer satisfaction.
• Communicate with the company’s resellers outside and inside Cairo to minimize the cancellation number and to increase the customer's "active base".
• Maintain a high save rate as per the regulations received from the commercial team.
• Answer inquiries and work closely with other functions such as Sales and marketing to ensure customer satisfaction
• Prepare the save and retention daily reports which include the total termination and soft churn cases.
• Coordinate with all concerned departments to ensure effective handling for customer’s complaints, termination, port in and porting-out requests.
• Propose solutions to repetitive termination cases.
• Report departmental and individual figures to management.
• Handle all requests and actions within SLA’s.
• Escalate problems and provide relevant feedback to the right channels.
• Suggest new ideas generated from the work-flow.
• Train new comers update them with the needed information and knowledge needed.
• Communicate with resellers and making training materials to achieve the required target.

Duties & Responsibilities:
 Working in the off-shoring department (UAE directory inquiry project).
 Dealing with different nationalities
 Handling the customer inquiries within challenging AHT (Average Handling Time) 30 seconds.
 Handling the customer complaints and flag it to management..
 Handling the customer inquiries about Etisalat latest promotions (800 Promo).
 Join the Assist team who was responsible for coaching new comers, ensuring that they the needed technical knowledge, monitoring their performance and delivering performance reports to management.
Team leader activities:
 Train new comers -in my team- and update them with latest quality tips
 Monitor new comers' performance-in my team- and reporting it to management.
 Preparing training materials.
 Assist team member.