Samuel Ewebiyi Email & Phone Number

Dubai, United Arab Emirates

Dubai, United Arab Emirates

• Provide leadership and oversight to the escalation team, ensuring smooth operations and efficient handling of escalated issues.
• Serve as the final point of escalation for both internal and external customers, handling high-profile and critical issues.
• Analyze and report data on escalated issues to facilitate resolutions and track key performance indicators.
• Offer strategic input to management based on trends observed in escalated cases, contributing to product development and customer service enhancements.
• Drive process improvement initiatives within the team, focusing on agent development, operational changes, and systemic problem resolution.
• Foster collaboration with internal teams and subject matter experts to address underlying issues and implement systemic improvements.

Dubai, United Arab Emirates

• Oversees the claims resolution processes assigned to the unit, including documentation, assessment, and settlements.
• Ensures that claims are assigned to unit members depending on the level of complexity and skill.
• Manages the development and training of subordinates, including monitoring and relaying information to the staff regarding changes in processes.
• Ensures that claim processing adheres to policies, procedures, and organizational norms.
• Ensures that all consumers are treated with high-quality service

Sharjah Emirate, United Arab Emirates

• Investigate assigned clients claims and complaints.
• Support clients with technical and troubleshooting issues.
• Efficiently communicate claim and complaints resolutions to clients.
• Escalate issues to the appropriate department(s) for collaboration when needed via service desks and Jira.
• In accordance with the role's requirements, accurately and in sufficient detail, prepare reports periodically

Lagos State, Nigeria

• Supporting global clients through email, telephone, and live chat systems while navigating multiple programs and paying attention to accuracy and detail.
• Answering client emails, assisting with account opening, making changes to existing accounts, and keeping track of client information.
• Liaise between customers and other internal departments to resolve issues.
• Liaise with the compliance and trade support officer regarding trade complaints and claims
• Provide all relevant information to clients regarding trade conditions, payments methods, account opening, regulation etc.
• Update clients on the status of their requests/complaints accordingly

Lagos State, Nigeria

• Use scripts while making contact with new or current customers to inform them about a product or service.
• Maintain and improve business relationships with clients and improve company reputations through customersatisfaction.
• Adequately address inquiries regarding the products and services offered and clinch deals.
• Providing clients with company updates on all ongoing promotions and offers to encourage participation.