Eman Ismail Email and Phone Number

Expert Care Service and E-store Specialist at Samsung

- Receiving the forecasted inbound calls in a timely manner to save the project’s AHT and making outbound calls once necessary.- Handling and solving all inquiries, requests, and complaints received via phone call.- Providing proper information to customers with a complete and comprehensive understanding of Al-Mokhtabar labs products and services.- Fully understanding and adhering to company policies and procedures that generate personal and professional credibility and trust.- Resolving all customer complaints, requests, and inquiries within the pre-determined SLA’s.- Fully understanding both individual and company objectives and responsibilities, and working on achieving them effectively and efficiently.- Respecting and applying company vision, mission, and values.- Using the available tools and systems to provide the correct information to customers.- Keeping up-to-date with all the services and products provided by Al-Mokhtabar Labs.- Processing the customer's reservations by entering the information accurately in the Learning management system LMS.- following up with reservation confirmations, modifications, cancellations, and making the changes in the system as applicable.- Making sure that all information is entered according to standard operating procedures

- Managing inbound customer’s calls on daily basis within the AHT benchmark.- Identifying customers’ needs and making all possible troubleshooting via phone to sort out any connection or SIM card issue.- Researching every issue and providing solutions to them to ensure customer satisfaction.- Following our company's communication scripts.- Keeping records of all conversations in our call center database in a comprehensible way to maintain the data analysis and understanding the customer’s needs to enhance our products and service.- Building strong relationships with customers.- Guiding the customer to use our organization's website and recognizing the opportunities to upsell Vodafone products and services.- Escalating problems, reporting suspected fraud, and providing relevant feedback to the right channels and Queues once needed.- Making sure that all customer complaints are solved within the pre-determined SLA’s.- Communicating with other customer service sub-divisions to answer all relevant customer inquiries.