Moiz Ur Rehman Email & Phone Number

Riyadh, Sa

Riyadh, Saudi Arabia

* Responsible for efficiently and accurately onboarding new merchants.* Process applications in a timely manner.* Document all work in the merchant files such as any terminal/SIM replacements.* Update the appropriate merchant files, daily, to ensure proper documentation of activity.* Expert knowledge of product/program terms in order to properly communicate when necessary.* Perform other duties as assigned by supervisor.* Other operational duties as assigned.

Riyadh, Saudi Arabia

▪ Handling customer technical support cases through ticketing system▪ phone and email submission.▪ Handling all sorts of technical & non-technical tickets.▪ Supervising customers with margins & facilities.▪ Working on Complaints/Network Ticket's processes & procedures, and set the SLA between other departments/sections.▪ Assign Complaints/Network cases to the specialized proper Complaint team members.▪ Perform other duties as assigned by supervisor.

Jeddah

• Assisting the Call Center Supervisor in leverage agent skills and performance.• Generating Agents and Project Reports and communicate it to customers as well as report it to the Call Center Supervisor with the required analysis.• Developing daily on queue tests and analyzing results to decide upon the refreshment sessions needed.• Train new agents on product knowledge and perform the on job training on queue assistance.• Reporting daily/monthly agent’s performance reports to the Call Center Supervisor, highlighting the agent’s performance variation and coaching the agents accordingly and take the correct action.• Provide the real time monitoring of the Agents using the workforce application required (handling time, not ready, break time, etc….) take immediate action to improve SLA, abundance and agent’s utilization.• Meeting the agents on One to One monthly meeting to brief the agents on his performance and decide upon the action plan.• Maintaining Agents Skill Set Inventory database updated.• Monitor live calls for consistency in adherence to standard guidelines and provide direct feedback to representatives regarding strengths and weaknesses.• Observing & logging agents calls on weekly bases as well as performing coaching process accordingly (positive as well as negative coaching) and report the suggested corrective action to the Call Center SV. 50% of the observed calls should be performed side by side.• Monitor and coach representatives by providing constructive analysis of calls and measurable performance improvement goals that enhance the customer experience.

Jeddah

• To interact with customers to provide answers to inquiries involving a company's product or services or to solve their technical problems.• Handle customers with good communication, problem-solving, and computer skills.

Diploma Of Education, Database

High School, Secondary Education