Ghada Molatham Email & Phone Number

Cairo, Egypt

Cairo, Egypt

Cairo, Egypt

• Create and execute learning strategies and programs
• Evaluate individual and organizational development needs
• Implement various learning methods companywide (e.g. coaching, job-shadowing, online training)
• Design and deliver e-learning courses, workshops and other trainings
• Assess the success of development plans and help employees make the most of learning opportunities

Cairo, Egypt

• Recruit and coordinate logistics staff (e.g. drivers) according to availabilities and requirements
• Supervise drivers and arrange trainings and equipment to ensure they meet needs
• Ensuring that the quality of all services provided meets the required standards
• Communicate with suppliers; to achieve profitable deals and mutual satisfaction
• Prepare accurate reports for upper management
• Create reports in Excel and forecast results

Cairo, Egypt

• Manage the order volume, SLA and support team’s schedules.
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Produce daily, weekly and monthly internal reports
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned

Cairo, Egypt

• Manage and resolve customer complaints.
• Provide product and service information to customers.
• Help customers register online and process their orders.
• Measure the success of every social media campaign.
• Identify and escalate issues to supervisors.
• Follow up customer via mails where necessary.

Giza Governorate, Egypt

Cairo Governorate, Egypt

• Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.
• Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished orders.
• Manage and resolve customer complaints.
• Identify and escalate issues to supervisors.
• Provide product and service information to customers.
• Research required information using available resources.

Cairo Governorate, Egypt

• Prioritise and process customer orders and requests submitted through live chat.
• Investigate and resolve customer complaints and resolve complaints quickly and patiently, including assistance of customers who may have received their orders late, have received the wrong order or have received faulty.
• Maintain thorough and accurate customer service records.
• Help customers register online and process their orders.
• Check product availability for customer orders if necessary to satisfy the customer.
• Communicate with customers about their orders, including any delays or changes in delivery

Giza Governorate, Egypt

• Manage projects enhancements and outbound campaigns.
• Prepare and validate Scripts communicated to customers via Customer Service and handling SMS campaigns.
• Provide post launch feedback to Marketing and Customer Service departments.
• Develop customer service internal process to achieve higher level of Customer Satisfaction.
• Communicate voice of customer related to any new launched product to Commercial team.
• Use CRM tools (Sieble, BSCS & IN WebCC) to analyze customer inquiries and suggestions to maintain NPS rate.

Giza Governorate, Egypt

• Handle all incoming/outgoing calls of the call center.
• Provide the best possible service to both external and internal customers to achieve the highest level of customer satisfaction.
• Handle and solve all inquiries, requests and complaints received via all channels available (phone, fax and email)
• Communicate with other Customer Service subdivisions to answer all relevant customer inquiries (e.g. Credit, Customer Support and Activation, Outbound & Save Initiatives, etc.).
• Communicate with other departments all relevant customer inquiries if applicable.
• Achieve the requested staffed time on a daily basis to minimize lost call rate.