Fares Nagy Salah

Sr. Customer support team leaderFull Time

• Job Details:Creating Help center Articles. Using Zendesk tool to create (Reports, Automations, Triggers & Dashboards. Leading performance reviews for team members. Creating intervention and improvement plans for team members. Creating reports for the director of customer services. Suggesting new procedures to improve customer service. Resolving escalated customer issues. Motivating customer service team to meet goals. Training new customer service team members. Setting Team KPIs & Capacity Plan. co-operating with the different company departments ( Sales operation, Field Sales, Product team ) to customize our processes in order to reach the company Objectives. Creating dashboards for tracking KPIs progress