Nisrine Yazbeck currently serves as the Head of Customer Relations, Complaints Management, Digital & Social Care at Touch Lebanon, where she plays a pivotal role in enhancing customer experience across multiple platforms. With her extensive background in the telecommunications industry, Nisrine has honed her skills...
Nisrine Yazbeck currently serves as the Head of Customer Relations, Complaints Management, Digital & Social Care at Touch Lebanon, where she plays a pivotal role in enhancing customer experience across multiple platforms. With her extensive background in the telecommunications industry, Nisrine has honed her skills in negotiation, emotional intelligence, and problem-solving, making her a key asset in managing customer inquiries and complaints. She leads a dedicated team responsible for addressing a wide range of customer interactions that come through Touch's online channels, social media platforms, website, and mobile application.
Under her leadership, Touch Lebanon has implemented innovative strategies to streamline customer service processes, ensuring that every complaint is addressed with empathy and efficiency. Nisrine's expertise in Universal Mobile Telecommunications System (UMTS), LTE, and mobile technology allows her to effectively navigate complex customer issues related to roaming, SMS, and transmission services. She leverages her knowledge of behavioral science to understand customer needs better, fostering a culture of responsiveness and care within her team.
Key projects led by Nisrine include the enhancement of the Customer Relationship Management (CRM) system, which has significantly improved the tracking and resolution of customer queries. Additionally, she has spearheaded initiatives to increase engagement on social media, transforming Touch's digital presence into a proactive customer care channel. With a Bachelor’s degree in Business Administration from Université Saint Joseph USJ, Nisrine combines her academic foundation with practical experience to drive customer satisfaction and loyalty in an ever-evolving telecommunications landscape.
