Basic Info

Amgad Abdel Rahman

3 years

Giza Governorate, Egypt

Bachelor's Degree

Entry level

Work Experience

Senior Customer Care Representative Representative at Vodafone Egypt

Experience Details

Senior Customer Care Representative Representative

Customer Service/Support

Experienced (Non-Manager)

▪ Responsible to achieve the service level on all queues/skills that Blended contact center support:
• Internet Call Center Queue – (ADSL, USB, Smart Phones)
• SME (Small & Medium Enterprise Queue for Authorized Person).
• High and Premium Consumer Segment.
• Consumer Collection Queue.
• Dealers Queue
▪ Handle all type of calls from all the segments and technical areas in both Arabic & English language
▪ Provide support and handle successfully different customer operation functions, to achieve an excellent customer experience and high Net Promoter Score (NPS).
▪ Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.


Company Details

Vodafone Egypt (multinational)

Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

May 2016 to present (1 year 2 months)
Customer Service Representative at Vodafone Egypt

Experience Details

Customer Service Representative

Customer Service/Support

Entry Level

Provide Vodafone Egypt High customers with all required information related to the company products and services with delighting them with a superior customer service.

Providing guidance in areas of professional matters as requested or needed.
Applying FCR concept for all customer’s inquires.

Prioritizing and achieving multiple tasks, establishing and meeting deadlines.

Follow up all customers related issues and provide timely feedback to Vodafone Egypt High Customers.

Adhere to Customer Operations Department policies and procedures.

Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.

Perform standardized activities and tasks efficiently and effectively.

Pro-actively reinforce Vodafone’s customer care proposition during all contacts.

Handle and retain all the customers’ complaints within the SLA.

Handle all USB and mobile internet basic trouble shooting related issues.

Supporting corporate queue by handling SME authorized and end-users inquires.

Supporting collection queue by handling collections inquires and bills explanation.

Explore the required negotiation skills for making payments' deals when needed.

Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.

Applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware.

Implement high quality standards of Customer Service for High customers through exceeding all KPI’s threshold


Company Details

Vodafone Egypt (multinational)

Maadi, Cairo, Egypt

N/A

Telecommunications, Consumer Services

www.vodafone.com.eg

Oct 2014 to Apr 2016 (1 year 6 months)

Achievements


Overcoming my weaknesses and my fear of failure and believing that i can always do everything I wish to do with my life

Education

BSc in Accounting

Education Details

BSc

Accounting, Marketing

Cairo University, Faculty of Commerce, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University, Faculty of Commerce
2008 - 2013
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El haram secondary school

Egypt

2008

B / Very Good / 75 - 85%

N/A

El haram secondary school
2008
This profile is not updated!
Last update more than 2 months ago.

Jobseeker photo

Profile Skills and Keywords

AccountingAdaptiveArabicConsumer ServicesCustomer ServiceCustomer Service RepresentativeCustomer-orientedDetails-orientedEnglishExcellent Knowledge Of Customer Care System And Applications Role DimensionsFlexibleInternetMarketingMicrosoft OfficeNegotiatorSenior Customer Care Representative RepresentativeSocial MediaSupportTeam PlayerTelecommunicationsVideo GamesVodafone Egypt

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Advanced

Tools and Technologies

Internet

Internet

: Expert

: Extreme - I love it!

:

5-7 years

Customer Service

Customer Service

: Advanced

: High

:

1-3 years

Microsoft Office

Microsoft Office

: Advanced

: High

:

1-3 years

Fields of Expertise

Excellent knowledge of customer care system and applications Role Dimensions

Excellent knowledge of customer care system and applications Role Dimensions

: Expert

: High

:

1-3 years

Customer Service

Customer Service

: Advanced

: Extreme - I love it!

:

1-3 years

Key Skills

Negotiator, Customer-oriented, Flexible / Adaptive, Details-oriented, Team Player

Online Presence

http://eg.linkedin.com/in/AmgadOsmanhttp://www.facebook.com/MrAmgadOsmanhttps://twitter.com/MrAmgadOsmanhttp://about.me/AmgadOsman

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