Habiba Mohammed

Peer Mentor

• Job Details:Act as a mentor for call center agents, offering guidance, support, and training to improve performance and adherence to company standards. Lead by example in handling customer calls, showcasing best practices in customer service, problem-solving, and communication. Assist in managing day-to-day operations, ensuring that team members are meeting key performance indicators (KPIs) and service level agreements (SLAs). Monitor individual and team performance, identifying areas for improvement and providing constructive feedback through regular coaching sessions. Handle escalated customer issues that require advanced problem-solving, ensuring timely and satisfactory resolutions. Motivate and encourage the team to meet or exceed sales, service, and quality targets.

Technical Support Representative

• Job Details:Provide technical assistance to customers by diagnosing and resolving internet and phone service issues. Maintain up-to-date knowledge of WE Telecom’s products, services, and technical features, ensuring accurate and clear information is provided to customers. Guide customers through troubleshooting steps for connectivity problems, router configurations, and device settings over the phone or via chat. Escalate unresolved or complex issues to higher technical support teams or field technicians when necessary. Ensure follow-ups with customers to confirm issue resolution and maintain a high level of customer satisfaction. Record customer issues, troubleshooting steps, and resolutions in the company's CRM system for future reference and analysis.

Content Creator

• Job Details:Develop creative and engaging content for Trickaa’s social media platforms, website, and marketing campaigns, ensuring alignment with brand guidelines. Create a variety of content types, including blog posts, social media updates, videos, infographics, and product descriptions. Plan, create, and schedule content for social media platforms (Facebook, Instagram, Twitter, etc.), engaging with followers and responding to comments. Monitor social media trends and incorporate relevant topics into content to increase audience engagement. Conduct keyword research to optimize blog posts and website content for search engines, improving visibility and driving organic traffic.