Abd El-Rahman Sayed

Customer Services RepresentativeFull Time

• Job Details:Updating customers with the latest offers. -Handling escalations for billing and refunds. -Handling customer’s problems that may arise regarding billing or technical issues. -Troubleshooting Technical and Network Coverage issues and Customer Accounts Management. Serving English speaking customers in Canada, responding promptly to customer's inquiries, using effective communication skills as well as using available support tools to solve customer's issues in a timely manner, professionally guiding customers through steps to resolve billing as well as technical issues by explaining different rate plans and providing basic troubleshooting steps. Also, responsible and assigned for receiving and handling customer's complaints and escalations where issue could not have been handled from first contact. Receiving calls forwarded from first line, handling tickets regarding the SLA's (Service Level Agreements).