Saad Al-Swaina Email & Phone Number

Riyadh, Sa

Riyadh, Saudi Arabia

Al-Riyadh Governorate, Saudi Arabia

• Managing workloads and prioritize work across the team.• Grantee the agreed SLA is met on an ongoing basis.• Grantee customer satisfaction.• Generate periodic reports for the activities and achievements.• Ensuring that all changes and other customer service requests does not affect the time and the quality of service.• Constantly following up with the services provided to customers and ensuring good service quality.• Take ownership of customers issues and follow problems through to resolution.• Improve and enhance the customer service experience to build good customer relations.• Ensure to provide 24/7 support of exceptional customer service.• Evaluate customer support results and prepare action plan for improvements.• Review customer complaints.• Track customer complaint resolution.• Handle complex and escalated customer service issues.• Coordinate and manage customer service projects and initiatives.• Identify and address staff training and coaching needs.

Al-Riyadh Governorate, Saudi Arabia

• 24/7 first line support with customers.• Managing and testing the POC for the new customers.• Following up on On boarding process for the new customers.• Assist the customer during migration process• Exchange configuration needed “double check with needed configuration, ESA, FireEye, add to the accepted domain list”• DNS records “insuring that the customer create the needed records and validating that”.• Coordinate between customer and our back-end teams to choose the better time for shifting DNS.• Follow up with migration team until migration is done.• Train customer on how to us our services, How to us the panel, What are the service URLs, How to use the OWA.• Teaching the customer our policies, procedures, and how to raise ticket with Mawthouq Support. • Handling customer panels.• Answers inbound calls and respond to customer requests to ensure customer satisfaction.• Raising tickets “Incident/Requests”.• Support the customer through E-mails.• Performing troubleshooting and diagnose for customers problems.• Fulfillment customers requests. • Follow-up and update customers tickets.• Assigning customers incident\request to L3 if needed.• Resolve & close tickets.• Maintains the agreed handling time as defined by Management (SLA).• Builds customer’s interest in Mawthouq services.• Ensure customer satisfaction on Mawthouq overall.

Al-Riyadh Governorate, Saudi Arabia

• Answers inbound calls and respond to customer requests to ensure customer satisfaction.• Fulfillment customers requests. • 24/7 first line support with customers.• Maintains the agreed on average handling time as defined by Contact center Management guidelines to ensure ease of accessibility and maintain the agreed on SLA.• Notifies the appropriate concerned person when issues or problems arise in order to take proper actions on the spot.

Al-Riyadh Governorate, Saudi Arabia