Ahmed Maher Abdelhamid

Spare parts claim controller specialistFull Time

• Job Details:1. Understanding Customer Satisfaction objectives and After-Sales strategy, supporting, tracking, and undertaking key After-Sales Projects as required. 2. Handling customer complaints and followup with online team to solve customer issues. 3. Followup with third parties daily work and be sure they provide better service for our customers. 4. Monitor performance of third parties and be sure that they achieve our KPIs [Repair TAT, Service TAT, Customer Satisfaction, RR, etc]. 5. Make safety stock for materials to avoid shortage risk by followup weekly with branches stock VS Consumption. 6. Provide solutions for Supplier for any Pending or Shortage on spare parts. 7. Monitor process of inventory-check, write-off, Faulty Parts, non-movement Items and scrapping. 8. Make sure that ASC has enough credit and avoid being in a credit block. 9. Arrange regular Stocktaking for all Branches to be sure that the physical stock match with System. 10. Followup our shipments clearance and provide our third parties with needed documents. 11. Making sure that the ASC have the needed tools and Latest SW in our authorized service centers. 12. Making sure that the ASC is dealing with the good stock in the right way and make the proper storage for it. 13. New Models forecast and followup with the HQ to provide us with the needed parts/Tools for the new products before launch. 14. Make Training for new models to third parties’ staff. 15. Monthly update spare parts price list and share it with supplier. 16. Report to HQ Technical support abnormal case to analysis and find solutions for our customers. 17. Followup with HQ finance to finish monthly service settlement (Labor Clearance). 18. Arrange weekly meetings with Suppliers and share weekly results with them and set corrective action for weakness to achieve our target.

After Sales ManagerFull Time

• Job Details:1.Understanding Customer Satisfaction objectives and After-Sales strategy, supporting, tracking, and undertaking key After-Sales Projects as required. 2.Handling customer complaints and follow up with online team to solve customer issues. 3.Follow up with third parties daily work and be sure they provide better service for our customers. 4.Monitor performance of third parties and be sure that they achieve our KPIs [Repair TAT, Service TAT, Customer Satisfaction, RR, etc]. 5.Make safety stock for materials to avoid shortage risk by follow up weekly with branches stock VS Consumption. 6.Provide solutions for Supplier for any Pending or Shortage on spare parts. 7.Monitor process of inventory-check, write-off, Faulty Parts, non-movement Items and scrapping. 8.Make sure that ASC has enough credit and avoid being in a credit block. 9.Arrange regular Stocktaking for all Branches to be sure that the physical stock match with System. 10.Follow up our shipments clearance and provide our third parties with needed documents. 11.Making sure that the ASC have the needed tools and Latest SW in our authorized service centers. 12.Making sure that the ASC is dealing with the good stock in the right way and make the proper storage for it. 13.New Models forecast and follow up with the HQ to provide us with the needed parts/Tools for the new products before launch. 14.Make Training for new models to third parties’ staff. 15.Monthly update spare parts price list and share it with supplier. 16.Report to HQ Technical support abnormal case to analysis and find solutions for our customers. 17.Follow up with HQ finance to finish monthly service settlement (Labor Clearance). 18. Arrange weekly meetings with Suppliers and share weekly results with them and set corrective action for weakness to achieve our target. •Jordan & Lebanon Service Manager: 1- Responsible for ordering spare part. 2- Align with Jordan and Lebanon team to order the needed spare part for Model “last Buy” and be sure that they will have enough stock. 3- Follow up with Suppliers to finish payments and provide payments proof. 4- Handling customer complaints/Crisis cases and follow up with teams to solve customer issues. 5- Monthly check with Jordan & Lebanon team about spare parts price and Escalate to HQ if need to modified price. 6- Weekly analysis for Countries volume and repair action. 7- Support for technical issue and escalated to HQ and provide solution to supplier.

Retail and claim SupervisorFull Time

• Job Details:➢Audit/Claim validation for Multiband brand products: Mobile (Honor, TCL) & Accessories (Anker, Choetech, Kioxia, Nokia, SanDisk, Toshiba, WD, Razer). ➢Calculate monthly Labor fees managements for all Products and share with top ➢Monthly check with product volume and comparing with previous months. ➢Align with Finance team to be sure that we get our compensation from Vendors. ➢Follow Up daily with branches to check that they follow company procedure to achieve monthly KPI target (TAT repair, TAT Service). ➢Check monthly for TAT result for all Etisal Branches and investigate with the branches, which not achieve their KPI and set corrective actions. ➢Provide training and materials for all Etisal branches (Customer care, Maintenance). ➢Provide with branches, all new service bulletin by periodically. ➢Align with IT department to be sure that all branches requests finish on time. ➢Align/corporate with spare parts team/WH about spare parts availability on Branches. ➢Investigate all inquiries, requests and complaints received via all channels available to validate and escalate customer problems. ➢Communicate with other customer care departments to deliver customer feedback and respond to all relevant customer inquiries. ➢Provide proper information to customer in a clear and comprehensive way to increase their understanding of company products and services. ➢Update own awareness of all the services and products provided by the company. ➢Escalate problems, report suspected fraud and provides relevant feedback to the management to update with customer problems. ➢Responding to inquiry and suggestions from customers on social media. ➢Satisfying customers and reducing the volume of complaints and identify and submit to the customer service supervisor. ➢Follow-up of customers in maintenance and accidents and ensure the completion of the procedures properly. ➢Maintains call center database by entering information