Salma Ahmed Taha

CMT ExecuitiveFull Time

Accounts and order management specialistFull Time

• Job Details:• Responsible for customer follow ups, assisting customer on registration, pricing checking, order placing, making payment, labeling and shipment tracking etc. •Creating DHL , FedEx & Aramex labels. •Responsible for order review, payment processing and label creation etc. • Effectively communicate with customers via phone, email or chatting system, to answer questions, troubleshoot issue, promote services. •Effectively communicate with US office and warehouse for any shipping, order, tracking, and account issues, and work together for a timely solution. •Effectively communicate with US merchant for problem orders follow ups and product questions. •Effectively communicate with shipping suppliers for any shipment exception, trace and claim. •Collect, analyze and summarize customer requirements and feedback for business improvement. Timely address critical issues to management for a quick resolution. •Responsible for building a tight and trustable relationship with existing customers and protentional customers.

Operations team leaderFull Time

• Job Details:- Meet monthly key contact center performance goals for customer satisfaction, quality, productivity, and key performance metrics. - Monitor and evaluate monthly agent performance, review productivity and attendance reports, and coach staff members to improve performance. - Conduct formal agent performance reviews, including annual goal- setting/performance development plan, mid-year performance review, and final year-end performance review. - - Assist agents with career development. - Ensure that customers’ questions and problems are resolved properly and quickly. - Address customers' problems that require escalation outside of the department. - Report, analyze and resolve system, customer, and operational issues that impact service quality. Strive to provide all customers with outstanding customer experience. s - Preparing reports and analyzing data to assist management as they determine call center goals. - Identifying operational issues and suggesting possible improvements, keep senior management informed about recurring issues or problems. - Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. - Conduct weekly meetings with the brand managers or their subordinates updating them with the performance of the brands.