Badr Youssef

Jumia

• Tele sales senior team leader and duty ManagerFull Time

  Jan 2022 - Present -3 yrs, 6 months

  Egypt , Cairo

  • Job Details:-Work with the Contact Centre Lead (CCL) & the Contact Centre manager to manage the day-to-day operation at the Contact Centre. -Supervises a team of tele sales agents calling on customers as assigned; sell jumia products to them and follow up to ensure those products are delivered satisfactorily. -Assist in coordinating the day-to-day running of and the activities of team of Tele sales Representatives / Agents at the Contact Centre ? the Tele sales activities of selling and customer problem-solving. -Perform training, coaching, and leading Tele sales representatives and as they provide support for customers. -Work with the Sales Manager in identifying trends and establishing Tele-sales goals. -Present reports and analyzing contact center data to improve processes and performance. -Consistently evaluate the performance of tele sales representatives, ensure discipline and corrective actions where necessary -Take on other tasks or projects to support employees, other managers, and call center operations -Provide leadership for tele sales agents by actively engaging and supporting them to ensure better performance -Work with Contact Centre Manager to implement Change Programs and projects which impact the contact center -Drive achievement of service and sales targets, SLA's and KPIs at the centre continually. -Work with Contact Centre Manager to carry out regular evaluation /assessment and develop a culture where training and development are part of the team -identify actions and working with trainers to ensure the skills and knowledge are develop effectively. -Prepare and update effective daily call plan for TSRs for a productive customer relationship management. -Work closely with the various sales area teams to ensure that customers are happy and satisfied at all times by providing prompt feedbacks from customers with a view to proffering solutions to their challenges. -Identify and instilling best practice, processes, systems and recommend continuous improvement idea for the center. -Regularly Reports weekly team activities to Contact Centre Manager
• Tele Sales Team LeaderFull Time

  Apr 2019 - Dec 2021 -2 yrs, 8 months

  Egypt , Cairo

  • Job Details:-Facilitate direct sales by instructing team members to inform existing customers about new arrivals in the company and encouraging them to make sales -Inform customers about all products in the company, their uses and benefits -Take orders made by customers and ensure that they are successfully delivered to them in due time -Follow up sales delivery to customers and inquire about their user experience of goods purchased, making use of their feedback in rating customer satisfaction -Ensure proper documentation in the information system in due time and check through them for accuracy -Interact closely with other team members in the course of work to ensure that everyone is carried along and updated on work progress in order to achieve maximum results -Ensure that customers are treated cordially and are held in high esteem in order to make them patronize the company continuously -Create good relationship with team members and motivate them to put in their best to work in order to achieve maximum results -Evaluate sales records periodically to make balances and ensure that sales figures tally with number of goods sold -Coach team members on the best ways to carry out their duties by transferring expert knowledge to them to boost their skills -Guide Tele sales representatives through difficult calls or issues, diffusing angry customers, and handling issues that cannot be fielded by tele sales representatives -Monitor all calls to ensure that due process and quality standards are adhered to and intervene / correct TSR where necessary.
• Social Media Moderators Team LeaderFull Time

  Mar 2018 - Apr 2019 -1 yr, 1 month

  Egypt , Cairo

  • Job Details:-Manage all social media accounts -Scheduling posts on social media accounts -Managing interaction across all of our social media accounts -Managing the company Twitter page -Managing queries, and interacting with customers Provides daily direction and communication to employees. -Provides continual evaluation of processes and procedures. -Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. -Provides statistical and performance feedback and coaching on a regular basis to each team member. -Writes and administers performance reviews for skill improvement. -Ensures employees have appropriate training and other resources to perform their jobs. -Responds to and resolves employee relations issues expressed by team members. -Create and maintain a high-quality work environment so team members are motivated to perform at their highest level. -Assists the manager with daily operation to include the development, analyses and implementation of staffing, -Training, scheduling and reward/recognition programs. -Works as a member/leader of special or ongoing projects that are important to area/process improvement. -Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives. -Uses appropriate judgment in upward communication regarding department or employee concerns. -Perform additional responsibilities and complete other projects as assigned.
• Social Media ModeratorFull Time

  Jan 2018 - Mar 2018 -2 months

  Egypt , Cairo

  • Job Details:-Assist our social media customers with any inquiries or issues that arise with orders -Call customers with critical & viral cases on social media. and follow up frequently with customers throughout the life of their complaint resolution. and finally provide daily reports with feedback on the social media interactions or complaints.
• Customer Support RepresentativeFull Time

  Jul 2017 - Jan 2018 -6 months

  Egypt , Cairo

  • Job Details:-Answering customers inbound calls on hotline Q by reply on customers inquiries and solving their complaints also -Working a web customer services with the same duties