Kareman Hossny Ibrahem

Customer Support RepresentativeFull Time

• Job Details:- Handle incoming calls and manage outgoing calls - Work closely with Contract/Facilities Managers to develop and enhance the quality of service and reporting processes. - Demonstrates thorough understanding of the Contact Center core activities & functionalities, supports the team in day-to-day operations ensuring maximum productivity, flexibility, and cooperation are achieved. - Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity. - Performs any additional responsibilities as advised by the Line Manager/Supervisor. - Promotes the company’s products and services through cross selling such as ancillaries, holidays packages, loyalty programs, etc. ensuring monthly targets are met thus increasing the revenue and sales. - As needed, escalates complaints to concerned parties in Contact Center or any other division and follows up on action taken. - Handles customers’ complaints of different nature, identifies and prioritizes problems according to complexity, and provides immediate solutions accordingly. - Provides accurate information about the company’s products and services; processes travel bookings, modifications and cancellations on reservations. - Problem Solving - Familiarity with telephone techniques and skills. - Demonstrated verbal communication skills and ability to convey information clearly and effectively. - Ability to effectively handle multiple tasks in a fast paced environment - Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.

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