Mohammed Amine Rabii - Customer support - Helpdesk specialist

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Resume created on DoYouBuzz

Experiences

- Resolve Client technical incidents.
- Guarantee the processing of user requests (Calls + Emails).
- Maintain dialogue between the different levels of support.
- Contribute to business improvement.
- Guarantee 24/7 monitoring of the customer's network infrastructure and alarms.
- Perform daily back-end testing and report any anomaly to the L3
- Handle Onboarding / Offboarding of users
- Documentation and mapping of new tools or software deployed

- Serve as the first point of contact for customers seeking technical assistance
  over the phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent
  questions.
- Determine the best solution based on the issue and details provided by
  customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal
  team.
- Identify and suggest possible improvements to procedures.

- Manage eCommerce accounts located in UAE KSA and Kuwait.
- Handle accounts “Ecommerce companies” payments.
- Manage all express and domestic shipments related to the assigned accounts.
- Coordinate with warehouse team and express team to clear pending
  shipments.
- Ensure high service level and minimize undelivered shipments.
- Coordinate with customs to release shipments under investigation.
- Prepare all related freight documents.
- Schedule monthly and weekly meetings with the accounts managers in order
  to correct and enhance service level

- Research and resolve all fraud complaints.
- Understand the requirements of stakeholders and map them with the data
  sources/data warehouse.
- Ensure High Quality of interaction with the customer while verifying the
  transactions.
- Prevent coupon, inventory and debit card fraud.
- Extract and analyses all suspect transaction.
- Verify all chargebacks received from the banks.
- Analyze monthly fraud reports and verify possibilities to build secure online
  shopping experience.
- Analyze All day to day transactions and detect anomalies.
- Prevent system abuse and analyze all promo codes.
- Analyze customers shopping behavior and detect possible money Laundering.

- Coordinating deliveries between logistics department & CS team.
- Escalating financial issues related to online payment to the finance department.
- Resolving orders issue related to over delayed orders and coordinating with
  the respective Warehouse UAE or KSA.
- Coordinating with the marketplace department according to pending orders
  from sellers and setting the customers expectation with the expected delivery
  dates.
- Resolving issues related to bad customer experience.
- Resolving CRM tickets raised by CS team and routing them to the concerned
  team.
- Coordinating with the warehouse to arrange special deliveries for events or for
  travelling customers.
- Handling supervisor’s call backs in order to find issues faced by customers and
  finding quick resolutions regarding the same

- Verifying insurance approvals and coordinating with the respective branches.
- Handle CRM related queries from the pharmacies for quick resolutions.
- Following up with orders between the delivery team and the pharmacies.
- Connecting customers to the nearest branches.
- Replying to the customer queries via emails.
- Handling Aster Online queries and calls for delivery.
- Promoting aster secure loyalty cards and helping the customers to activate
  them.
- Handling complaints and escalating them to the senior management.
- Resolving the pharmacy staff queries and escalating them to the concerned
  departments

Education

Skills

Wordpress

Good
Salesforce.com

Good
azure devops

Expert
cybersource

Expert
Integration

Expert
woocommerce

Good
Azure AD

Expert

CRM

Expert
zendesk

Advanced
chat and emails

Expert
Microsoft Office

Expert
shopify

Expert
forex

Expert

Arabic

Mother Language

Expert
English

Fluent

Advanced

French

Intermediate

Advanced