Mostafa Raafat

Customer Support Leader

• Job Details:Leading and managing a multicultural team, ensuring smooth operations and high performance. Developing business forecasts related to supplier orders, expected inquiries, and consumer complaints. Preparing and delivering presentations for key stakeholders, including clients. Evaluating the performance of third-party contractors, providing final feedback and recommendations to clients. Assisting in strategic decision-making to improve operational efficiency. Monitoring care center performance, focusing on call quality and customer satisfaction metrics. Setting KPIs for the team, planning rosters, and ensuring efficient team scheduling. Aligning with the e-commerce team on online sales initiatives, promotions, and reporting. Preparing training plans for new team members and conducting interviews for prospective hires.

Care Center Coordinator

• Job Details:Providing comprehensive product information to consumers, ensuring a high level of customer satisfaction. Collaborating with internal departments and external stakeholders to deliver exceptional service. Conducting training sessions for new team members on product knowledge and care procedures. Managing back-office tasks, including complaint resolution and customer support processes. Analyzing customer complaints and team performance to enhance service delivery. Coordinating with third-party partners in logistics and repair centers to enhance operational efficiency.

Flights Customer Support Agent

• Job Details:Tracking the flight time changing and delivering the best customer satisfaction with first contact resolution. Handling customer inquiries from beginning to closing (flight tickets issue, reissue, and refund). Contacting the airline's hotline to follow up regarding any case facing the customer and investigating to identify the reason that led to customer disappointment. Advising the customer on the best opportunities and choices for the flight according to the customer’s needs. After sales support.