Customer care escalation specialist

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www.linkedin.com/in/ahmed-

mohsen-9592b4159 (LinkedIn)

Top Skills

Negotiation

Administration

Sales

Ahmed Mohsen

Customer Care Escalation ME Deliveroo

Dubai, United Arab Emirates

Experience

Deliveroo

Customer Care Escalation- ME

June 2021 - September 2024 (3 years 4 months)

Dubai, United Arab Emirates

Sep 2023-Sep 2024 Escalations Specialist

Resolved complex customer issues over ME markets ( UAE, Kuwait and Qatar) that have been escalated from frontline support teams via different communications channels ( Calles, Chat, and Emails over Zendisk) also social media complaint via Emplify.

Maintened quick, effective, and empathetic resolution while maintaining a positive customer experience.

Assisted customers in payments issues over Checkout and Stripe. Assisted business partners to resolve complex complaint via internal communications and other business tools.

June 2021- Aug 2023 L1 ( Front line agent).

Provided timely and efficient support to customers via various channels, including phone, email, live chat, and social media. Assisted customers with placing orders, tracking deliveries, and resolving any order-related issues such as missing items or late deliveries. Handled customer complaints and disputes with empathy and professionalism. Investigated the root cause of issues and worked towards providing appropriate resolutions to ensure customer satisfaction. Guided customers through technical processes, such as using the Deliveroo app or website, resolving login issues, or troubleshooting technical glitches. Developed an in-depth understanding of Deliveroo's services, restaurants, and menu offerings and shared this knowledge with customers to enhance their overall experience.

Ensured that all interactions with customers are of the highest standard and adhered to Deliveroo's customer service guidelines. Escalated complex or sensitive customer issues to higher levels of support or relevant departments while providing all necessary information for a swift resolution.

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Met and exceeded performance metrics and targets, such as response times, customer satisfaction scores.

Championed the launch of the company expansion in Qatar market Zendesk Emails champion for CSAT and First response time.

Provided support to drive improvement in metrics including FCR and CSAT. Sphinx Realestate

Sales Executive

November 2019 - April 2020 (6 months)

United Arab Emirates

helping customers to choose the best apartments whether if it's off plan or ready apartment • helping customers to rent apartment suits their budget and desired location. • generating leads and works to help seller or buyer to get the right investment.

Azizi Developments

Property Consultant

January 2018 - November 2019 (1 year 11 months)

United Arab Emirates

Advice clients and help them to choose the best option from the available alternatives according to their requirements and budget. • Advertise about vacant properties and answer all queries of callers. AlQataria

Property Consultant

September 2015 - August 2017 (2 years)

Doha, Qatar

Consulted clients and helped them choose the best option from the available alternatives according to their requirements and budget • Advertised about vacant properties and answered all queries of callers • Met corporate clients and prepared quotes for leasing property.

Education

NADIA Training Institute

Diploma, Digital Marketing · (2019 - 2020)

Arab Open University - Egypt

Bachelor of science in information technology, Information Technology · (2008 - 2013)

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