Kholud Nehad El-Sayed

VIP/First Class executiveFull Time

• Job Details:- Handling and investigating customer escalations and complaints. - Gathering insights on most commonly faced issues and complaints raised by customers through investigating their history, customer journey and agents’ behavior/actions throughout the customer’s journey and reporting it. - Customer satisfaction reassurance and delivering - Technical support (for both customers with technical complaints 3rd level technical issues and floorwalking for technical support on newly hired employees) - Testing system changes, bugs and issues, and implementing new fixes - Applying new updates - Linking between front line agents and back end engineers for severe system related technical issues. - Data analysis with reporting it to the higher management to reduce most commonly faced and repeated issues by the customers. - Gathering data and reporting any knowledge gaps found in existing CS employees by analyzing their performance and organizing trainings/coaching for them accordingly if needed.

Technical Support and Incident Management ExpertFull Time

General AccountantInternship