Hajar Koudad, Service Support Specialist

About

I'm a 25 years-old customer and service support specialist with more than 3 years of experience. I'm passionate about helping people and clients and driving results. Currently looking for customer or B2B support or success management position

Experience

Landbot

Nov 2022 – Present

Barcelona

Customer Support Representative

- Providing Technical Support: Assisting customers in troubleshooting technical issues, answering questions about the platform's features and functionality, and helping users make the most of the Landbot platform. - Responding to Inquiries: Responding to customer inquiries via email, or chat, addressing concerns, and providing solutions or guidance. - Account Management: Managing customer accounts, including handling billing inquiries, subscription changes, and account upgrades or downgrades. - Feedback Collection: Gathering feedback from customers about their experiences with Landbot and relaying that feedback to the development team for possible improvements. - Problem Resolution: Investigating and resolving customer issues or complaints promptly and efficiently to ensure a positive customer experience. - Documentation: Creating and maintaining documentation, such as knowledge base articles or tutorials, to assist customers in finding answers to common questions independently. - Collaboration: Collaborating with other teams within the company, such as the product development or sales teams, to provide a seamless customer experience.

Evolution Gaming

Oct 2020 – Oct 2022

Murcia

Service Support Specialist

Personalized costumer service attention to both B2B clients and users. Daily monitoring and improving Game Presenter's performace & Studio's operation, coordinating a team of up to 12 people. Identifying and resolving all real-time incidents on the gaming floor relating to all components of operations, including but not limited to hardware, software, and network connectivity. Monitoring critical application functions and custumer service issue; identifying, analyzing, logging and escalating all alerts as necessary. Managing Incidents for all events that affect the Live Casino service availability.

Education

University of Murcia

Sep 2016 – Sep 2023

English Studies, English

Hajar Koudad

Service Support Specialist

Skills

Languages