■ Offer onboarding steps in the form of a call or email to our new users■ Troubleshooting for users having issues with our software and providing solutions■ Helping troubleshoot for non-functioning Websites, identifying the underlying issues, and providingsolutions■ Assist with transferring domains; purchase and configuration.■ Identify major issues affecting a number of users and be an advocate for having them addressed swiftly.■ Helping resolve our user’s issues and disputes■ Identify patterns in user feedback and translate those into suggestions for improving our user experience.■ Support the team by answering their queries in a timely manner■ Work regular full-time shifts on our support inbox, handling incoming calls, outgoing calls, texts & emails.

■ Triaging our system routes to detect any delay or problem that may arise. ■ Troubleshooting the issues and escalating them to the engineering team to have them addressed before they turn into a big problem.■ Verifying the authenticity of new users using their identification documents ■ Ensuring that quality is top notch in our reps work and mine as well.■ Identify major issues affecting a number of users and be an advocate for having them addressed swiftly. ■ Lead any new pilot project as I grasp new processes and business models quite fast■ Provide constructive feedback to both the support team and the management team as my job involves interaction with support leads and our partners.■ Addressing account funding and liaising with our partners (banks) to ensure that our accounts are well funded ■ Helping resolve our user’s issues and disputes by formulating solutions in line with our company cores and values.■ Identify patterns in user feedback and translate those into suggestions for improving our user experience. ■ Support the team by answering their queries in a timely manner on Slack and on call

■ Promoted excellence by providing extraordinary customer service to our clients. This is by ensuring queries were answered in a timely, efficient and knowledgeable manner. ■ Managed the flow of day to day operations, including scheduling and being a back up to the team when needed. ■ Provided statistical and performance reports and coaching on a regular basis to each team member. I did this daily, weekly and monthly. This helped in developing a strategy to achieve the desired outcome. ■ Addressed disciplinary and/or performance problems according to company policies ■ Escalated customer feedback and other issues; this helped in improving our services ■ Utilized technology and analytics to measure effectiveness and gave feedback to customers and the senior management on the team’s progress. ■ Established work procedures and processes that supported the company and departmental standards, procedures and strategic directives. This aided in promoting consistency throughout the organization. ■ Assisted in the interviewing, hiring, training, development, disciplining and terminating of the team members■ Attracts potential customers by answering product and service questions; suggesting information about other products and services ■ Maintains customer records by updating account information ■ Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. ■ Recommends potential products or services to management by collecting customer information and analyzing customer needs. ■ Prepares product or service reports by collecting and analyzing customer information this contributes to team effort by accomplishing related results as needed.

■ Reviewing clients feedback and solving their complaints ■ Supervising and coordinating the activities of office staff ■ Cashiering and overseeing petty cash for urgent matters ■ Managing and overseeing different clients projects ■ Organizing departmental records and files ■ Maintaining customer database in order to preserve customer relations ■ Managing the issues related to database ■ Retrieving data files on request when needed ■ Maintaining foolproof confidentiality of clients information ■ Preparing performance reports for the whole department ■ Planning office social events such as company lunches and birthdays ■ Attending to Walk-in Customers and selling over the counter ■ Placing orders and LPOs, then preparing Delivery notes and Invoices ■ Chairing department meetings and taking minutes at internal and external meetings ■ Taking orders over the phone and via emails from our branches and other clients and dispatching them ■ Organizing with the Transport Manager on the various destinations to deliver the goods ■ Online marketing, marketing expos and trade fairs.■ Providing administrative support in varying capacities especially to our branches ■ Ensuring that the products displayed at the showrooms are presentable