Wafick Hikman Email & Phone Number

- Ensuring Service Quality and Performance: Oversee the quality and performance of service delivery to meet customer expectations standards.- Incident and Problem Management: Manage and resolve incidents, ensuring minimal impact on operations and customer experience.- Client Support Coordination: Lead and coordinate the support teams to provide timely and effective assistance to the clients.- Compliance and Security Management: Ensure all services comply with regulatory requirements and security protocols to protect user data and transactions.- Continuous Improvement: Identify opportunities for service enhancements and implement improvements to optimize service delivery processes.

- User Support and Issue Resolution: Provide technical support and resolve user issues related to account access, transactions, and platform functionalities.- Incident Logging and Tracking: Document and track incidents, ensuring timely updates and resolution, while maintaining detailed records for future reference.- System Monitoring: Monitor system performance and alerts, proactively identifying and addressing potential issues to maintain platform stability.- Customer Communication: Communicate effectively with users to provide updates, instructions, and solutions, ensuring a positive user experience.- Collaboration with Technical Teams: Work closely with development and IT teams to escalate and resolve complex issues, ensuring swift and effective solutions.

Remote

- Delivering solution to the user on daily basis through live chats.- Arbitrate customer disputes.- Act as the voice of the customer across the organization.- Investigate trading activity and take appropriate action to keep the marketplace safe and prevent from fraudulent activity.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Coordinate Customer Service Team- Managing customer service daily basis operation.- Review and resolve escalations.- Provide direct customer support.- Support process improvement (managing customer surveys)

Kuala Lumpur

- Running daily chargeback report.- Investigate chargeback cases.- Verifying cases to supplier or customer by email or call.- Providing payment evidences to payment gateway support claim.- Determining Win/Loss dispute cases.- Supporting Customer Service Team in payment cases.- Follow up pending dispute cases.

Tangerang, Banten, Indonesia

- Trip packaged planning and budgeting.- Reviewing, comparing, and analyzing, and travel products and services.- Managing client’s need and requests.- Supervising travel progress.- Implementing sales strategy to the market (B2B).- Leading a trip (Tour Leader).- Making trip summary report.- Outbound sales (B2B) via e-mail or WhatsApp broadcasting message. - Collecting payment from client and making payment to supplier.

Kuala Lumpur, Malaysia

- Checking daily fraud booking activity.- Verifying suspicious booking and blacklisting the account.- Verifying supporting documents submitted by customer. - Cancelling obvious fraud bookings.- Sharing and learning fraud trends.- Contacting customer for payment verification.- Contacting supplier to inform booking cancellation due to fraudulent transaction.- Handling dispute payments and investigate the problem case by case.- Providing disputed booking details to the customer.- Providing booking details to payment gateway for each booking under dispute.- Contacting supplier for overcharge payment.- Sending overcharge payment report to hotel and requesting hotel to process refund for overcharge amount.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Handling emails and calls from customer.- Assisting customer request.- Providing customer with solution and information.- Follow up pending customer request.- Contacting supplier to inform customer request.- Processing amendment or cancellation as per customer request.