Khaled Moussa

Client Success ManagerFull Time

• Job Details:1. Establish clear retention goals and process milestones for the client and employees to work toward. 2. Assist customers as needed with setting up and navigating programs or software associated with a product or service. 3. Assist in creating training courses and educational materials for other members of the department 4. Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company 5. Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value 6. Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs 7. Optimize existing processes within the company and actively enhance all Customer Success initiatives. 8. Responsible for making sure that services are being seamlessly delivered to the clients of an organization. 9. They are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets. 10. Plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands. 11. The role of a service delivery manager is entirely customer-facing. Duties of a service delivery manager typically involve overseeing a range of functions to facilitate the delivery of superior services to the end-users. 12. Make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. 13. Identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. 14. Embrace both administrative and technical roles, are best suited for skilled and hard-working individuals who possess superb leadership and interpersonal skills, and who are passionate about delivering end-to-end customer-driven solutions. Service Management: 1. Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service 2. Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary 3. Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews 4. Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery. 5. Developing a deep understanding of projects to gain insights into the scope of service delivery 6. Taking accountability for service delivery performance, meeting customer expectations, and driving future demand 7. Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization 8. Develop and execute the company’s business strategies to attain the goals of the board and shareholders. 9. Provide strategic advice to the board and Chairperson so that they will have an accurate view of the market and the company’s future. 10. Prepare and implement comprehensive business plans to facilitate achievement by planning cost-effective operations and market development activities. Performance and Quality Management: 1. Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades 2. Providing accurate and regular reports to the management on performance of the service delivery 3. Leading personnel management, including staff recruitment, performance assessment, training, and mentoring 4. Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments. 5. Ensure company policies and legal guidelines are communicated all the way from the top down in the company and that they are always followed. 6. Delegate responsibilities and supervise the work of executives providing guidance and motivation to drive maximum performance. 7. Read all submitted reports by lower-ranking managers to reward performance, prevent issues, and resolve problems.

Customer Experience ManagerFull Time

• Job Details:1. Work across teams to continually eliminate unnecessary processes and continually implement new ways to enhance the customer experience. 2. Complete additional reasonable requests to support the business plan. 3. Developing customer service policies and procedures. 4. Process weekly sales lead reports for submission to management. 5. Achieve a high level of customer satisfaction, compile reports on overall customer satisfaction. 6. Ensure that all employees follow the company’s best practices for call center management and operations. 7. Motivate and encourage agents/supervisors/team leaders through positive communication and feedback and educate them about the new updates. 8. Communicate company goals to associates so every employee understands his or her role. 9. Conduct periodic surveys on customers and potential customers to ensure the best quality assurance. 10. Analyzes sales figures and forecast future sales volume. 11. Proposes strategies to develop the profitability of the agency. 12. Analyzes market trends in the travel industry and make recommendations for improvement. 13. Oversee and ensure conflict resolution between associates and customers. 14. Researches and provides solutions to escalated travel-related issues from clients. 15. Foster a positive team environment and provide strong leadership. 16. Ensures that company procedures, guidelines, and standards are followed in the areas of: A. Customer service. B. Organizing incentives, bonus schemes, and competitions. C. Set a clear mission and deploy strategies focused towards that mission D. Manage the Quality/Complaint/workforce process and ensure the best practices for them. E. Achieve the sales targets F. Develop the internal process of all business lines under customer service Management G. Achieve the target service level for all business lines. H. Keep ahead of industry’s developments and apply best practices to areas of improvement

Quality Assurance & Complaints ManagerFull Time

• Job Details:A. For the complaints section: 1. Lead on the management of the complaints, inquiries, and ombudsman cases within the organization at all stages. 2. Work with Assistant Directors/Heads of Service and Service Managers to eliminate service failures and resolve complaints within agreed timescales. 3. Provide detailed analysis to senior managers on handling and lessons learned and influence the future actions of service areas to improve performance, overall customer satisfaction with the complaints process, and reduce the cost of complaints by resolving the first time. 4. Conduct quality assurance checks on standards of complaints casework, correspondence, and handling. Produce weekly, monthly and quarterly complaints performance reports, update complaints KPI’s and provide reports for senior management and Board. 5. Providing and receiving complex and sensitive information which may also be contentious, in situations where there are significant barriers to acceptance which need to be overcome using developed interpersonal and communication skills (e.g. at meetings with complainants). 6. To take a leading role in promoting the reporting of and learning from complaints including: A. Providing feedback/reports to the relevant Divisions. B. Undertaking complex audits as appropriate using research methodology to benchmark complaint handling and monitor performance. C. Participation in ongoing programmers of training and development in relation to the complaint handling processes. D. Evaluation of complaints activity in terms of quality, scope, and methodology and making appropriate recommendations. 7. Contribute to the development and implementation of the company Governance Strategy in relation to complaints. 8. Lead the development of specific delegated policies, procedures, or guidelines relating to complaints. 9. Work with the Head of Department to ensure that the learning needs of staff in relation to complaints handling are identified and that appropriate training is provided. 10. Monitor trends and highlight risk factors etc. to include the production of an annual report on complaints, monitoring trends, response times, outcomes, and action arising from complaints. 11. Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises. B. For the Quality section: The QA Team empowers our employees to deliver exceptional service on a daily basis. We do this by creating, managing, and training the Great Call culture across the organization. We translate our company’s vision into applicable knowledge and actionable behaviors that are consistent and aligned for all of our business partners. We reinforce the knowledge and behaviors through our ongoing call monitoring and analysis, which helps us find opportunities to improve our training performance. Our ongoing support, coaching, and development offer empowerment that leads to job satisfaction, team orientation, and greater pride in our organization. The quality assurance manager is a key member of the Training & Quality Assurance department, with a focus on quality, adherence, customer satisfaction, and cost-saving measures for all call center business units. The QA manager is responsible for the day to day supervision and coaching of the QA Reporting Specialists, monitoring and evaluating all account transactions for the call center to ensure consistency across business units and continually improved customer experience. The QA manager is also responsible for managing, understanding, and integrating the data accumulated through transactional audits in order to identify critical trends and make relevant, timely recommendations to QA management, Training leadership, and applicable business units. As a point of contact for call center business units, it is critical that the QA manager builds and maintains effective relationships and develops a deep understanding of the business objectives and needs. RESPONSIBILITIES: 1. Daily supervision, coaching, motivation, and coordination of a team of QA Reporting Specialists to assure reporting requirements and performance metrics are met. 2. Develop internal control systems to determine if processes/systems/applications are producing accurate data in accordance with company policies and procedures; proactively assess any potential risks with QA leadership. 3. Organize, plan and supervise all aspects of complex and routine reports; Review and approve the team's report findings, audit report plans, analysis, and trending for communication to QA leadership with recommendations that have a direct business benefit. 4. Perform critical business analysis of issues identified by Specialists, including identifying the root cause(s) and identifying value-added opportunities for improvement in a timely manner. 5. Assure that all process errors, call failures, and any process deviations are investigated and that any corrective actions and/or preventive actions are carried