Basic Info

Mohamed Elsafty

4 years

Dubai, United Arab Emirates

Bachelor's Degree

Experienced

Work Experience

Technical Support specialist & customer service Representative &social media specialist at NOOR ADSL

Experience Details

Technical Support specialist & customer service Representative &social media specialist

Customer Service/Support, Sales/Retail

Experienced (Non-Manager)

• Resolve customer complaints via phone, email, and social media
• Attracts potential customers by answering product and service questions.
• Work with customer service manager to ensure proper customer service is being delivered.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
• Handle any customer technical issue regarding the ADSL signal via phone also educate customer to avoid this issue.
• Handle customer technical issues via phone like router configurations, Wi-Fi issues, customers devices such as Xbox , smart TV.
• Prepares product or service reports by collecting and analyzing customer information.
• Handle changes in policies or renewals.
• Meet angry customers that they have any technical issue in the company main branch and solve his issue to reach his satisfaction.
• Act as shift leader also the supervisor assistant in coaching all agent wrong cases or bad attitude.
• Handle VIP customers such as ambassadors or hotels managers.


Company Details

NOOR ADSL

Cairo, Egypt

More than 1000 employees

Telecommunications

www.noor.net

Feb 2015 to Nov 2016 (1 year 9 months)
Technical Support specialist at TE Data

Experience Details

Technical Support specialist

Customer Service/Support

Experienced (Non-Manager)

• Providing technical support for ADSL users on the phone.
• Troubleshooting internet system and network problems, diagnosing and solving hardware or software faults.
• Responding within agreed time limits to call-outs.
• Prioritizing and managing many open cases at one time.
• Report every case using the ticketing system.


Company Details

TE Data

Cairo, Egypt

More than 1000 employees

Computer Networking , Computer Software

www.TEData.net

Jun 2014 to Feb 2015 (8 months)
Customer service agent at Orange

Experience Details

Customer service agent

Customer Service/Support

Experienced (Non-Manager)

• Receive and respond to customer service account inquiries on account balances, transaction details, statements and fees and charges.
• Ability to work varied hours, including weekends, holidays and overtime as required.
• Handle customer billing issue also educate him about his bill cycle and how to avoid balance dispute.
• Troubleshoot all technical issue regarding mobile internet, also basic troubleshooting for the USB modem.
• Educate Customer how to keep their private stuff while lost or stolen their mobiles and how to restore back both mobile and SIM card.
• Explore the required negotiation skills for making payments' deals when needed.
• Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.


Company Details

Orange

Cairo, Egypt

More than 1000 employees

Telecommunications

www orange. com

Apr 2013 to May 2014 (1 year 1 month)
Customer service agent at Vodafone Egypt Telecommunications S.A.E.

Experience Details

Customer service agent

Customer Service/Support

Entry Level

• Provide Vodafone Egypt High customers with all required information related to the company products and services with delighting them with a superior customer service.
• Applying FCR concept for all customer’s inquires.
• Providing technical support for ADSL users on the phone.
• Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.
• Supporting collection queue by handling collections inquires and bills explanation.
• Explore the required negotiation skills for making payments' deals when needed.
• Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.
• Prioritizing and achieving multiple tasks, establishing and meeting deadlines. - Follow up all customers related issues and provide timely feedback to Vodafone Egypt High Customers.


Company Details

Vodafone Egypt Telecommunications S.A.E. (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www Vodafone. com.eg

Sep 2012 to Apr 2013 (7 months)

Achievements


i have developed NOOR ADSL process by creating CSI (Customer satisfaction indicator ) project to make sure that not only the customer been helped but also to make sure that he was very satisfied with the company and the representative attitude .

Education

Bachelor's Degree in physiology

Education Details

Bachelor's Degree

physiology

HELWAN, Egypt

C / Good / 65 - 75%

CCNA,html,php,mcsa,jJavascript

N/A

HELWAN
2008 - 2012
High School - Thanaweya Amma

High School Details

Thanaweya Amma

kerdasa sceondary school

Egypt

2008

A / Excellent / 85 -100%

N/A

kerdasa sceondary school
2008

Certifications

CCNA
Jul 2014

Certificate details

CCNA

Jul 2014

N/A

N/A

N/A

cisco

N/A

ICDL
Feb 2012

Certificate details

ICDL

Feb 2012

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

php,html,Javascript,ccnp,mcsa

Apr 2013

self study

N/A

Training/Course Details

soft skills

Jun 2017

Vodafone Egypt

N/A

This profile is not updated!
Last update more than 3 months ago.

Jobseeker photo

Profile Skills and Keywords

ArabicBusiness DevelopmentCCNACommunicatorComputer NetworkingComputer SoftwareCreativeCustomer ServiceCustomer Service AgentEnglishFrenchHTML5ICDLInitiativeJavaScriptLeaderPHPPhp,html,Javascript,ccnp,mcsaPhysiologyPlannerPlaying FootbalRetailSalesSocial Media SpecialistSoft SkillsSupportTechnical Support SpecialistTechnical Support Specialist & Customer Service Representative &social Media SpecialistTelecommunicationsVodafone Egypt Telecommunications S.A.E.

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Intermediate

: Intermediate

: Beginner

: Intermediate

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

HTML5

HTML5

: Expert

: High

:

Less than 1 year

javaScript

javaScript

: Expert

: High

:

Less than 1 year

PHP

PHP

: Expert

: High

:

Less than 1 year

Fields of Expertise

Customer service

Customer service

: Expert

: Extreme - I love it!

:

3-5 years

social media specialist

social media specialist

: Expert

: Extreme - I love it!

:

1-3 years

Technical Support specialist

Technical Support specialist

: Expert

: Extreme - I love it!

:

1-3 years

Key Skills

Leader, Planner, Communicator, Creative, Initiative

Online Presence

www.Facebook.com/mizoodx

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