Nesma Sayed Abd Elsalam

Job Purpose:

• To lead and oversee the Quality Assurance function within the Customer Service department, ensuring service excellence, customer satisfaction, and adherence to internal standards and industry best practices. The role is vital in monitoring performance, identifying gaps, and driving improvements in customer interactions across all channels.

Key Responsibilities:

• Develop, implement, and maintain quality assurance standards and procedures tailored for the customer service operations in the real estate sector.
• Monitor and evaluate inbound and outbound customer interactions (calls, emails, chats, face-to-face, etc.) to ensure compliance with company policies and customer service standards.
• Analyze quality results and provide actionable insights to management to enhance customer experience and operational efficiency.
• Design and manage QA scorecards, audit forms, and feedback tools that reflect key performance indicators (KPIs).
• Collaborate with training and operations teams to identify development needs and deliver targeted coaching or refresher sessions.
• Lead regular calibration sessions with team leaders and agents to ensure scoring consistency and fairness.
• Prepare and present monthly QA reports highlighting trends, root causes, and recommendations for continuous improvement.
• Handle escalated complaints and ensure appropriate resolution in line with quality standards.
• Stay up to date with market trends and competitor practices in real estate customer service.

Qualifications

• Solid understanding of customer satisfaction metrics, service excellence frameworks, and QA methodologies.
• Strong analytical skills and ability to interpret performance data.
• Excellent communication, coaching, and leadership skills.
• Proficiency in CRM systems, QA software, and Microsoft Office tools.

Key Competencies:

• Customer-focused mindset
• Attention to detail
• Data-driven decision making
• Coaching & team development
• Conflict resolution
• Strategic thinking
• Cross-functional collaboration

Role Purpose:

• Act effectively as a front line interface with the corporate customers and sales.
• Handling off board activities that require interaction and follow up.
• Offer superior quality of Service to Vodafone Egypt Enterprise customers, through handling inbound and outbound contacts in order to exceed their expectations and to assure their satisfaction
• Providing Enterprise customers with a great experience through a proactive, customized, personalized relationship mainly via phone contact or by conducting visits. To manage their assigned/ dedicated accounts, addressing their issues proactively, maintaining/ increasing revenue, and minimizing churn.

Essence of Role/Key Accountabilities:

• Act as the primary point of contact with our corporate sales team & top corporate accounts.
• Handle the day-to-day interactions and solving any problem related to any company's account.
• Implement high quality standards of Customer Service for the corporate segments in order to exceed their expectations and to assure their satisfaction.
• Applying FCR concept for all customer’s inquires
• Follow up all customers related issues and provide timely feedback to Vodafone Enterprise customers.
• Handle and retain all the customers’ complaints and requests within the SLA
• Own and manage the customer relationship through managing the customer complaint and retain them in an efficient and timely manner
• Explore the required negotiation skills for making payments' deals.
• Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner
• Implement high quality standards of Customer Service for Enterprise customers through exceeding all KPI’s threshold
• Communicate between various sections within the department to facilitate the flow of work and to ensure maximum service to the corporate customer.
• Prioritize and achieve multiple tasks, establish and meet deadlines.
• Manage the ongoing customer relationship with the customers.
• Manage accounts’ monthly payments and bad debt percentage.
• Adhere to Customer Operations Department policies and procedures.
• Conduct regular visits and outbound calls to Enterprise customer either inside or outside Cairo as to maintain an excellent relationship.

Role Dimension:

• Clear understanding of Mobile business, GSM, Coverage, HLR and Vodafone's Products & Services.
• Significant experience in customer operations Call Centre
• Advanced Billing handling.
• Excellent negotiation