first point of contact for customers, assisting them with inquiries, resolving issues, answers to users questions, assisting users by troubleshooting problems in a timely manner via Emails & chats using Freshdesk : Helpdesk System.Coordinate all common tasks between the parents and teacher support teams.Handling the MENA region & US Customer.Support students in the application and enrollment process.Troubleshoot and guide customers through questions and issues with their Account, Billing, ,Education, tutor, and subjects, other inquiries.

The Customer relationship management will be Responsible for intarcting with Customer via phone, email, to provide information about products or service , resolve issues or complaints, process orders, suppliers order status, and escalate cases as needed to ensure customer satisfaction.Follow up on the prospected customers and ensure on time and quick response to all inquiriescoordination and follow up with logistics team and direct follow up the contractors for the delivery plan.Craet complaint using SAP System.Help customers to use, jameia apps and book onlineOrder timeline.Delivery status.Help Customers to amend, cancel their bookings if needed or Shortcomings ,Synthesis ،Replacement by error classAccurately review customer payment accounts online،Monitoring client accounts with the financial department.Refund process system.accurate records and use SAP Uesr System to manage customer inquiries and complaints.manage large amounts of incoming calls.

Call Center Current Duties  Handling customers inbound & outbound calls and proceeding through the Annta 365 Dynimc System according to responsible business unit & department: • DED query's: Products, Brands, Braches, Offers, Campaigns … • Customer requests: Sales, Spare Parts, Service. •Understand customer needs, provide tailoredsolutions, and address any inquiries or concernsthey may have.Managing Internal Calls (The Operator).International Calls Report._Maintain accurate and up-to-date records of allinteractions and sales activities in the CRM system Meet or exceed weekly and monthly sales targets and KPIs.Opportunities Tracking Report: Actual Sales VS Lost Sales with reasons.Service Appointment Report.Our goals Maximize the benefits of Call Center operations for the business by enhancing the Service Level Agreement (SLA) & Cases Escalation.Add the front lines staff AVAYA extensions to AVAYA Recording Service, as requested by some of customers and company’s departments for swift handling of issues, facts-finding, and improve quality of work.Update Call Center Dashboard by adding the Sales Value vs. Lost Sales Reasons figures per business unit, to be displayed in the monitoring screen.Update Service Appointment(Booking) Report with: Total Request vs. Total Confirmed and the Differential Reasons.Create the customer’s service appointment and booking in the ERP System.IVR Tree Project: reset 1414 IVR according to DED new business structureAchievementsCreate the Call Center Dashboards:• Display monitoring screen integrated with the ERP System.• Generate AVAYA Real Time Dashboard.Agents & Operator KPIs: designed appropriate KPIs for Agents that compatible with The company’s business & the call center standards. Support the frontline staff by providing the available guidance of ERP system usageCRM Support.

Executing sales operationsAfter sales service.Products Knowledge.Cash custodyNegotiation.Send daily sales reports to direct manager.Monthly inventory.

Executing sales operations in retail sales Department in front line face to face with customer in showroom.Start communication with customers or Campany as needed. Completing the negotiation process. Make order using ERP& ORION sales system. Handle the processing of all sales orderswith accuracy and timeliness Meet & exceed sales targets.Close small deals with customer.Orders are made from the HQ stock. Follow up transfers from stock to ensure that the order reaches the customers.Ensure sales orders are delivered in a timelymanner.Performed inventory control.Took stock per month.Send daily sales and stocks reports to direct manager. Quote and issue the final invoices for customers in order to provide them with the needed goods. Cash and check custody. Make Sure of all outstanding and cash& checks deposited to financial department.Performed monthly inventory.Performs stock count on a regular basis.Products Promotion and Knowledge to customer Respond to customer inquiries and give after-sales support when requested.

Answered and handled inbound and outbound calls from customers.Provided customer support and resolved customer issues.Generated leads and sales.Promoted the company's products and services.Maintained accurate records of all customer interactions.