Islam Ahmed

Accommodation Fulfillment Team LeadFull Time

• Job Details:Follow up day-to-day with the team to make sure that they are following the right process and procedures. Track the team performance and set a proper action plan when needed. Monitor Agents’ performance and Transactions then deliver the feedback also effective coaching on time and on a regular basis to each team member. Motivate team members, listen to their feedback, and resolve any issues or conflicts. Generate clients’, agents and suppliers reports and report them on time. Report team performance to the Supervisor on a regular basis (Daily, Weekly and Monthly). Communicate and make sure that the team got acknowledged by any updates on our platforms. KPIs fulfilment and submitting on time for all team members. Monitor calls and tickets to ensure that they meet the procedures and quality standards. Keep up with trends and happenings in the industry and ensure adherence to industry standards. Follow up (Call and Email) with customers in case of pending and escalated issues. Handling Ministry of Tourism complaints. Carry on Weekly one-to-ones and discuss improvement and opportunities with each agent. Identity training needs and refresher trainings for each agent. Monitor the handover between shifts and ensure nothing is dropped. Checkpoint every 60 minutes on platforms. Assist with escalated cases with the suppliers and provide guidance to agents for fast closure. Report profit and loss cases on weekly basis. Report Downtime or outage on daily basis. Daily reports (previous day) of each agent.

Accommodation Fulfillment AgentFull Time

• Job Details:Contacting Hotels, Apartments and customers on daily basis. Sending and receiving emails to hotels, suppliers and customers. Handling customer inquires (Calls and Emails). Handling CRM tickets. Contacting Hotels and suppliers through email and calls to solve customers issues. Solving booking issues (Unconfirmed, Payment Issue, Stop Sale, Mismatch, Relocation and OTS). Handling customer requests (Amendments and Cancellation). Reinstate failed bookings.

Customer Service Representative - OffshoreFull Time

• Job Details:Handling customers over the phone. Build a good Rapport with Clients over the phone. Respond promptly to customer inquiries. Handle and resolve customer complaints. Obtain and evaluate all relevant information to handle customer and service inquiries. Manage customers' accounts. Follow up on customer interaction.