Saad eldin Mohamed Mohamed

Online Support Team LeaderFull Time

• Job Details:* Undertake a range of customer service activities with occasional supervision and provide guidance and support to other team members as required. *Act as a focal point with other departments to solve escalated or urgent complaints and pending orders / tickets requests and ensure on time response. * Oversee VIPs trouble tickets to maintain VIPs customer relations. * Oversee tasks / held orders / held tickets / and make sure they are handled within the agreed upon time respect SLAs to maintain customer satisfaction. * Conduct regular meetings with agents / monitor their performance to ensure efficiency of work. * Verify infrastructure readiness and work environment suitability for better service. * Provide daily / weekly / monthly status reports about SLAs achievements / types of service failures / types of customer complaints, etc. to direct manager on achievements, overall performance status to get recommendations for improvements. * Ensure the implementation of proper preventive / corrective actions / improvement initiatives with Quality Assurance to increase customers’ / VIP customers’ satisfaction. * Ensure execution of tasks as per TE Data established plan, relevant policies and procedures to ensure consistency in handling business cases and achieve targets.

Online support Specialist Full Time

technical support representativeFull Time