Basic Info

Eslam Abdelaal

3 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Customer Service Team Leader at Jumia Egypt

Experience Details

Customer Service Team Leader

Customer Service/Support

Experienced (Non-Manager)

 Facilitate training of new staff and coach team members in an effective way
 Monitor all assignments to ensure data integrity
 Plans, prepares, and devises work schedules, according to workloads
 Issues instructions and assigns duties to the team
 Communicates with other departments and management to resolve problems and expedite work
 Resolves complaints and answers questions of users regarding services and procedures
 Reviews and checks work of team such as reports
 Handling all types of refunds (Cash – Credit Card – Bank – Postal Transfers)
 Verifying all type of Credit Card orders through AAIB portal
 Ensure all individuals in the team and the team itself accomplish performance objectives and measures by motivating them to perform better in order to consistently meet / exceed all targets
 Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary.
 Practicing and ensuring compliance with that of all the organization’s policies and procedures.
 Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition
 Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and customer operations targets.
 Ensure all team members adhere to Jumia policies and procedures.
 Be a point of escalation in the handling of customer queries and complaints to the point of resolution
 Be responsible for the real time activity and agent productivity within the contact center.
 Creating the monthly annual plan for the whole team.


Company Details

Jumia Egypt (multinational)

Cairo, Egypt

101-500 employees

Retail

N/A

Feb 2013 to present (3 years 11 months)

Education

Law in Law

Education Details

Law

Law

Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University
2004 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Qawmya Secondary School

Egypt

2004

B / Very Good / 75 - 85%

N/A

Qawmya Secondary School
2004

Training and Courses

Training/Course Details

Professional business communication & business Etiquette

Jan 2011

Etisalat Misr

Training program

Training/Course Details

“Non Scripting”

Feb 2012

Etisalat Misr

Training program

This profile is fresh!
Last update 26 days ago.

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Profile Skills and Keywords

AdaptiveArabicCustomer ServiceCustomer Service Team LeaderEnglishFlexibleGSMGymJumia EgyptLawMicrosoft OfficeNegotiatorOracleProblem SolverProfessional Business Communication & Business EtiquetteRetailSupportSupportiveTeam PlayerWalkingXcallyZendeskNon Scripting

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Advanced

: Fluent

: Advanced

Tools and Technologies

Zendesk

Zendesk

: Expert

: Extreme - I love it!

:

1-3 years

Xcally

Xcally

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

1-3 years

GSM

GSM

: Advanced

: High

:

1-3 years

Oracle

Oracle

: Intermediate

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

5-7 years

Key Skills

Negotiator, Problem Solver, Flexible / Adaptive, Team Player, Supportive

Online Presence

http://www.linkedin.com/profile/view?id=97555879&trk=tab_prohttps://www.facebook.com/Islam.Abdelaal321@solomzz

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