Dina Mohamed Salah

Customer Service QA Team LeaderFull Time

• Job Details:- Build and manage the system and team which run a quality check on the customer service process and oversee the workflow to identify and address any errors and omissions during the whole process, and assure all customers receive consistent experience when dealing with the company. - Oversee communication with customers, and handle escalations and investigations to ensure that the customers’ satisfaction is maintained along with high quality publications. - Communicate common errors to operations and CS team leads and set plans to avoid possible future cases. - Act as liaison between the business and the IT by proposing and following up on new features and improving the existing tools to maximize work efficiency. - Monitor and develop the team’s performance, and calculate the team’s monthly salaries and incentives. - Develop and deliver the annual business and development action plan and the team’s key performance indicators. - Write training manuals, explanatory presentations and flowcharts, email templates, and communicate any process/system updates to different parties. - Provide necessary training and support for in house and/or outsourced team members. - Collect and analyze data to generate necessary reports for top management.

Operations Team LeaderFull Time

• Job Details:- Manage the team responsible for running an initial check on articles submitted for possible publication to ensure that they are meeting the quality standards required by journals. - Follow up with the customer service teams to ensure all requested updates and information are communicated to the customers correctly and in a timely manner. - Work with the IT to ensure that the system is working properly, and propose updates that can facilitate and improve the team’s daily work.

Customer Service Team LeaderFull Time

• Job Details:- Manage a team of customer service agents responsible for replying to customers’ inquiries and fulfilling their requests. - Handle problems emerging from problematic or difficult customers, closely follow up on this communication, and may directly interfere when necessary. - Educate staff about customer service standards and best practices. - Monitor team performance to ensure swift, clear, and correct communication with customers.