Our Customer Service Department is responsible for managing our customers' experience and providing our technical and operational support, through the interfaces of our affiliated brands and not directly in the name of the parent Group. We treat every complaint as information we learn from, not merely an incident to close as quickly as possible.
Customer Service
Through this department, we provide technical support to our clients and resolve their technical issues. We ensure the continuity of our services, respond to our clients' inquiries, and maintain their satisfaction through excellent customer service. We provide continuous technical support to our clients, resolve their technical problems quickly and efficiently, and ensure their satisfaction with the services we deliver.
First: The scope of our work
Our scope includes receiving our inquiries and requests, handling our complaints, providing our technical support, monitoring the quality of our service, measuring our customers' satisfaction, and coordinating with our specialized departments to address any problem that recurs.
Second: Our responsibilities
Managing our tickets
We receive every request or inquiry and follow it through to actual closure, not merely to the first automated reply.
Managing our complaints
We treat every complaint seriously, and we analyze its root cause, not only its surface appearance.
Measuring our service-level commitment
We monitor our actual response time against what we promised our customers.
Improving our customers' experience
We use every recurring complaint as a signal for an actual improvement in the product or service, not as a file that is merely archived.
Third: How we work
Every inquiry or complaint reaches us, we classify it by priority, then we route it to the competent party internally if it exceeds our direct scope, then we follow it through to its actual resolution, then we measure the customer's satisfaction after the resolution and not only upon receipt, then we raise any recurring problem as an improvement signal to the department concerned.
Fourth: Our relations within the Group
We convey our customers' voice and their satisfaction indicators to our relevant departments, whether Sales and Marketing, Creativity and Innovation, or Technology, so that this feeds the improvement of our products and services directly, and not merely as an archival report.
Fifth: The limits of what we present on this page
We do not publish here the details of our customers' individual complaints or their personal data, because we treat that as confidential information. For our institutional standards, see the Governance and Sustainability pages.
