Albair El-Massieh Naguib

Cairo

( Certified as COPC with Raya Contact Center )
Advisor - Etisalat UAE 800 PROMO ( Off Shore )
* Handles customer inquiries from beginning of the inquiry to its closing. ;
* Resolves customer complaints & problems aiming for customer satisfaction. ;
* Optimizes customer contact opportunities.
* Advisor training skills to:
* Adhere to the call script.
* Adhere to the communication process.
* Maintain AHT. ;
* Achieve communicates return to Q, short answered calls, and abandoned percentage communicated targets. ;
* Achieve quality communicated targets. ;
* Alerts the Team Leader on issues or concerns that require escalation. ;
* Carries responsibility for meeting communicated targets: sales, order taking, lead generation, appointment settings, etc. ;
* Participates in individual & team training/meetings to bring knowledge up-to-date. ;
* Adheres to work schedule and accommodates business requests (including flexible locations & working hours).

Tasks that can be delegated by the TL:

* Monitors the incoming call queue (Real Time Display) to maximize efficiency. ;
* Generates and sends the agreed reports to the clients regularly as required by the client. ;
* Communicates consistently and punctually to the WF team any changes in his work force. ;
* Maintains staffing schedule adherence during hours of operation. ;
* Acts as first line of escalation for customer situations that cannot be resolved by the Account Advisor. ;

Hurghada

* Sell jewelry (gold, silver, diamond, watches ... ) to tourist. ;
* Use marketing technique.
* Make presentation.

Hurghada

* Conduct sales presentations.
* Interview customers.
* Make presentations.
* Use marketing techniques.

Luxor

* Handles guest inquiries from beginning of the journey to its closing. ;
* Resolves guest complaints & problems aiming for guest satisfaction. ;
* Receptionist training skills to:
* Adhere to the visit itinerary.
* Adhere to the Boat Reception process.
* Maintain AHT
* Achieve quality communicated targets. ;
* Alerts the Boat Manager on issues or concerns that require escalation. ;
* Carries responsibility for meeting communicated targets: sales, order taking, lead generation, appointment settings, etc. ;
* Performs other related duties.

Hurghada