Tarek Mohamed Raafat Elshafie

Enterprise Activation Sr. Specialist Full Time

• Job Details:• Maintain customer satisfaction and good customer experience within the pre-established company risk standards to maintain company image and maximize customer base meanwhile company revenues through handling all the activation, migration and modification process for all customers requests received through all Sales channels within the predefined SLAs, and handling all issues and complaints related to new line activations and service provisioning. • Coordinate with Marketing, Technology & CS CRM team to guarantee a smooth launch of any new tariff or service. -Coordinate with other departments (technology, Complaint Handling, Credit, Sales, Process, HR, Finance, Marketing and Legal) to ensure cases resolution and to maintain customer satisfaction. • Control the risk of activating potential fraudsters through black list checking before implementing customers, requests to minimize the risk of involuntary churners. -Analyze rejected prospects due to black list to decide whether to activate or to reject the request based on the customer profile and /or submitted documents • Validate tax exemptions with Finance and implement it on the billing system. -Manage non-Registered payments disputes and posting the amount paid to the billing system once the transaction is validated • Maintain full awareness of all products and services details to act as interface and source of info for all sales channel • Propose solutions to repetitive issues to the higher management. -Report suspected fraud and provides relevant feedback to the right channels.

Enterprise Customer Service specialist Full Time

• Job Details:• Handle all incoming/outgoing calls of the call center. • Provide follow up, occasional campaigns and call backs blended with normal inbound calls. • Handle and solve all inquiries, requests and complaints received via all channels available (phone, fax, e-mail). • Communicate with other departments all relevant customer inquiries if applicable. • Respect and apply company vision, mission and values. • Resolve all customer complaints, requests and inquiries within the pre-determined SLA’s. • Escalate problems, report suspected fraud and provides relevant feedback to the right channels.

Personal Customer Service RepresentativeFull Time

• Job Details:• Responsible for answering customer’s inquiries, responding to complaints and building up customer loyalty to increase customer satisfaction. • Provide best possible service to both external & internal customers to achieve highest level of customer satisfaction. • Escalate problems & provides relevant feedback to the right channels.