Diab Ibrahim Diab

Call Center Agent

• Job Details:Managed high volume of inbound calls for quick resolution of customer issues. Handled phone, email, and social media enquiries with consistent customer service across multiple channels. Offered technical support, leading to enhanced user experience. Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques. Processed and issued refunds, exchanges, and credit notes, providing tailored solutions to customer issues. Improved customer satisfaction by effectively handling complaints and inquiries. Developed strong relationships with customers, fostering brand loyalty and repeat business. Resolved customer complaints following guidelines and referred complex inquiries to team leaders. Process pending and failed transactions through CMS system. Comfortable navigating and updating records through CMS platforms as part of administrative and support tasks. Proficient in using Freshdesk ticketing system for recording complaint tickets and customer inquiries. Familiar with using telephone systems like Five9, Maqsam, and Issabel. Handling customers' inquiries and complaints for three different apps owned by One Global Company: OG Money App, Cashier App, and Flytern App. Performed administrative duties contributing towards smooth store operations. Shift in charge. Enable and disable service when appropriate. Reporting technical issues to relevant department. Handling customer issues and managing conflicts.