• Handling Tier 1 and Tier 2 experts• Onboarding new hires • Responsible for managing and motivating the team.• Working with them on how to achieve KPI metrics “FDR, CSES, AHT,”• Working with them on how use Soft Skills to ensure the best customer experience we can provide to our customers guide them on how to be able to actively listen to customers, empathize with their concerns, and clearly articulate solutions.• Providing technical knowledge support for all experts when… Show more • Handling Tier 1 and Tier 2 experts• Onboarding new hires • Responsible for managing and motivating the team.• Working with them on how to achieve KPI metrics “FDR, CSES, AHT,”• Working with them on how use Soft Skills to ensure the best customer experience we can provide to our customers guide them on how to be able to actively listen to customers, empathize with their concerns, and clearly articulate solutions.• Providing technical knowledge support for all experts when needed.• Working with them on how to have the balance between backlog cases + a first day Resolution to get the highest response rate.• Monitoring Salesforce reports to make sure all cases are handled on time.• Guiding experts on how to handle the customer issues appropriately. • Monitoring calls and cases on daily basis to have a closer eye on the cases handling quality. • Handling Billing and Refund requests for Customers.• Handling schedule inquiries, monitoring real time queue activity for the whole account to make sure we are always maintaining SLA .• Working on executive escalations as high priority to de-escalate the situation and to regain the customer trust.• Align business goals with customers' goals.• Answering the Client requirements. Show less

• Provide technical support for customers , handle their ticketing inquiries using Amadeus, travel agencies SaaS tools

French teacher for grades 1 to 7 "middle & elementary"

• Supporting the main class teachers, to provide the needed daily educational tasks for kids. • Preparing the daily activities according to AEFE “Agency for French Education Abroad” metrics. • Supervising the kids’ behavior during the school day.