ibrahem ahmed

Head Of Customer ServiceFull Time

• Job Details:User Support & Engagement: Resolved thousands of inquiries via Sobot and WhatsApp, explained platform features, and provided clear instructions. • Issue Resolution: Troubleshot technical issues, handled abuse cases, and assisted with account transfers and refunds. • Content & Room Monitoring: Moderated rooms, enforced policies, and banned troublemakers based on evidence. • Operational Improvements: Revised CS rules, created tools for banned accounts, and developed training materials for new agents. • Improved Communication: Adopted WhatsApp for better engagement, sent recharge links to 1.3k devices, and created tutorial videos. • Operational Efficiency: Managed 10k+ WhatsApp chats and hundreds of tickets, improving abuse investigation processes. • Enhanced User Experience: Introduced in-app reporting, communicated instructions clearly, and ensured a smooth user experience. • Partner Program Management: Launched and managed the Partner Program, onboarding over 40 users, bringing 5,000+ new users to the platform

Customer Service ConsultantFull Time

• Job Details:Effective Communication: Handling customer inquiries and resolving issues efficiently. You would have also learned how to use clear and concise language to explain solutions. • Time Management: Balancing multiple customer requests and solving problems quickly to ensure customer satisfaction. • Problem-Solving: Tackling different challenges with customers and analyzing issues to come up with the best solutions. • Patience and Adaptability: Dealing with a variety of customers, some of whom may be upset or frustrated, and responding with understanding and calm. • Technology Use: Becoming familiar with customer service systems and tools that YOHO might use, such as automated chatbots or order tracking systems. • Negotiation Skills: In certain cases, you might have had to negotiate with customers to reach a solution that works for both parties. • Team Collaboration: Working closely with your team to provide the best service and sharing experiences to solve complex issues. • Attention to Customer Details: Ensuring personalized solutions are provided to each customer based on their specific needs.

Css RepresentativeFull Time