Ahmed Hany Mahrous

Ahmed Hany Mahrous

Senior Customer Service Representative at Jumia Egypt- Rocket Internet GmbH

Work History

Work History
Dec 2014 - Present

Senior Customer Service Representative

Jumia

Purpose of the job:

• Responsible for providing online support and guidance to all customer service employees
• Handling escalated complaints and angry customers.
• Responsible for handling all customers refunds ( cash , postal , credit card & bank )
• Responsible for providing the weekly & biweekly briefings & trainings
• Responsible for handling and replying to external emails

Duties and responsibilities

• Handle outbound calls for follow up, occasional campaigns and call backs blended with
normal inbound calls.
• Provide best possible service to both external & internal customers to achieve highest level of
customer satisfaction
• Fully understand & adhere to company policies & procedures that generates personal /
professional credibility & trust
• Respect & apply company vision & values
• Resolve customer complaints in time & treats them as business opportunities to ensure
continuous improvement & development
• Escalate problems & provides relevant feedback to the right channels
• Timely Communicate right, accurate and full information to CSRs.
• Communicate with other Customer Services sub-divisions to handle all relevant inquiries of
both customers and CSRs (e.g. Finance , Customer Support & Outbound …etc)
• Fully understand both individual & company objectives to achieve them effectively &
efficiently.
• Identify development areas related to quality of information & recommend remedy through
trainings and life briefings.

Sep 2012 - Dec 2014

Customer Service Representative

Jumia

• Interacting with customers to provide information in response to inquiries about the services
that the Jumia offers and about their orders information.
• Handling and resolving the customer's problems and complaints and forwarding them to the
assigned teams to maintain highest customer satisfaction
• Handle all incoming calls of the call center.
• Handle outbound calls for follow up, occasional campaigns and call backs blended with
normal inbound calls.
• Provide best possible service to both external & internal customers to achieve highest level of
customer satisfaction
• Communicate with other Customer Service sub-divisions to answer all relevant customer
inquiries (e.g. finance , PSC , after sales & , Outbound…etc)
• Achieve the requested Staffed Time on a daily basis to minimize Lost Call Rate
• Provide proper information to customers with complete & comprehensive understanding of
Jumia`s Products & Services and Policies & Procedures
• Fully understand & adhere to company policies & procedures that generates personal /
professional credibility & trust
• Respect & apply company vision & values
• Fully understand both individual & company objectives to achieve them effectively &
efficiently
• Use available methods & tools to develop own skills & information (applications, briefings,
attending trainings….etc)
• Resolve customer complaints in time & treats them as business opportunities to ensure
continuous improvement & development
• Escalate problems & provides relevant feedback to the right channels
• Contribute to the Up selling of Jumia`s Products and Services

Jan 2012 - Dec 2012

Customer service agent 

Stream global international ( SiriusUS account)
  • Informing customers about products, prices and cars specifications.
  • Making car servicing reservations.
  • Handling complaints.
  • Making daily reports and sending it to the head office.
  • Opening customer accounts by recording account information.
  • Maintains customer records by updating account information.
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Maintains financial accounts by processing customer adjustments.
  • Recommends potential products or services to management by collecting customer information and analyzing customer needs.
  • Prepares product or service reports by collecting and analyzing customer information.

Contributes to team effort by accomplishing related results as needed.

Skills

Skills

  • Strong motivational and logical skills.
  • Ability to persuade the people.
  • Ability to produce the best result in pressure situation.
  • Hard worker and appreciate teamwork spirit.
  • Postive Attitude 
  • Customer satisfaction 
  • Microsoft excel 
  • Team mangment 
  • Team leadership 
  • Visionary 
  • Flexibility

Education

Education

Modern academy Maadi

Bussnies Mangment 

Victory college school Maadi