Customer Service Care

Contact

Agouza

+201********* (Mobile)

******.****@*****.***

www.linkedin.com/in/ahmed-

moussa-420b66115 (LinkedIn)

Top Skills

Teamwork

Negotiation

Customer Satisfaction

Languages

English (Full Professional)

Arabic (Native or Bilingual)

Ahmed Moussa

Selling Partner Support at Amazon

Egypt

Summary

Limitless

Experience

Amazon

Selling Partner Support Associate

May 2019 - Present (10 months)

Cairo Governorate

· Demonstrates effective, clear and professional written and oral communication.

· Provides prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers’ issues.

· Builds Platform and business knowledge to better serve sellers

· Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.

· Demonstrates excellent time-management skills and the ability to work independently knowledge while using departmental resources, policies and procedures.

· Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.

· Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.

· Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.

· Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions

OSN

2 years 3 months

Retention & Collection Executive

March 2018 - May 2019 (1 year 3 months)

Egypt

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Collection Role

- Reviewing open accounts for collection efforts.

- Making outbound collection calls in a professional manner while keeping and improving customer relations.

- Resolves client-billing problems and rescues accounts receivable delinquency, applying good customer service in a timely manner.

- Collect customer payments in accordance with payment due dates.

- Identify issues attributing to account delinquency and discuss them with management.

- Review and monitor assigned accounts and all applicable collection reports.

- Provide timely follow-up on payment arrangements.

- Mail correspondence to customers to encourage payment of delinquent accounts.

** Retention Role

- Proactively manage existing customers through outbound calling and build strong relationships

- Respond to incoming requests for cancellation of memberships and proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated

- Maintain excellent knowledge of our products and services in order to understand customers’ needs

- Document customer outcomes and report regularly to team manager on all activities relating to the role

Work closely with the OSN Media Account Directors to drive the highest possible retention and renewal rates for our media Partners

- Manage and execute Membership Surveys to identify and uncover retention / renewal risks for our media partners and present results and recommendations to management

+-30 outbound calls per day

- Manage the day-to-day back office inside sales process, including: Accurate use of CRM systems and Sales Pipeline including all Prospect information

Promptly follow up leads

- Demonstrate effective rapport building, objection handling, and selling and presentation techniques to influence customers

Customer Care Executive

March 2017 - March 2018 (1 year 1 month)

Nilesat Complex, Wahat Road, Giza

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•Responsible for taking inbound calls for prospective customers, handling customer inquiries in a courteous and professional manner while providing the highest level of customer service.

•Continuously work for exceptional customer experience, resulting in high customer satisfaction scores.

•Advanced analytical, problem diagnosis, troubleshooting and resolutions skills.

Raya Contact Center

Account Advisor - DQ

April 2015 - March 2017 (2 years)

Egypt

Etisalat UAE

- Provide callers with customer service over the phone regarding placing collect calls, giving out phone numbers, and locating businesses.

- Facilitate person-to-person calls.

- Answer large volume of calls daily.

- Provide excellent customer service.

- Use computerized alphabetical or geographical directories.

- Provide reports as needed.

Wasla Outsourcing

Customer Service Representative

January 2015 - March 2015 (3 months)

Cairo

• Provide customer with accurate information and perfect solutions.

• Clear communication skills

• Ability to 'read' customers.

• Excellent negotiation skills.

ETISAL International Group

Data Entry Clerk

August 2014 - January 2015 (6 months)

Egypt

• Provide customer with accurate information and perfect solutions.

• Clear communication skills

• Ability to 'read' customers.

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• Excellent negotiation skills.

Quick24 Supermarktes

Shift Manager

2008 - December 2011 (3 years)

New Cairo 1, Cairo Governorate, Egypt

Hardees Restaurants

Operations Team Member

November 2008 - July 2009 (9 months)

Giza Governorate, Egypt

Education

Cairo University

Bachelor's degree, English/Language Arts Teacher Education · (2015 - 2019) Imbaba Industrial School

Industrial diploma, Heating, Ventilation, Air Conditioning and Refrigeration Engineering Technology/Technician · (2005 - 2008)

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Contact this candidate