Handling All Hard Complaints which sending by (Sky-Samsung-CPA-NTRA-Police station- Commercial Fraud.
Handling VIP Customers which sending by Samsung.
Handling the legal Cases with our Legal Affairs and provide them with all needed documents like NTRA diction – Technical report.
Responsible to Send Any Exception Request to Samsung VOC to get an approval to make a discount or replace whole case with new device.
Attend NTRA Visit to show the devices to their technical and legal team in order to get NTRA diction for each case and finalize it with Samsung VOC.
Responsible to handle any refund or discount request to make sure that we will claim the same compensation amount from Samsung side.
Responsible for Communications with Our Dealers to handle (commission equipment’s- Cleanliness –shifts update-handle any issue whether from dealers or with our staff and dealers).
Prepare a Weekly Report to review the Call Center/Complaints performance to make sure that all staff numbers meet the target and also prepare a Monthly and Quarterly reports to our Head of after sales department.
Mentoring random Calls Center Team and listen to 10 calls for each agent per week to improve quality, minimize errors and track operative performance.
Set an Action Plan for any agent didn’t meet the target.
Handle with Call Center Leader :( shift – vacations- Breaks- excuse) for Call Center staff.

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.css-o171kl{-webkit-text-decoration:none;text-decoration:none;color:inherit;}Call Center & Communication Section head