Afef Guesmi

Served as a key point of contact for customers, addressing questions, resolving concerns, and providing personalized assistance throughout the purchasing journey. Handled customer complaints and service issues with a solutions-oriented approach, working to resolve concerns efficiently while maintaining a positive customer experience. Coordinated and supported team members in daily activities, helping prioritize tasks and maintain high standards of customer service.

Customer Service & Operations at Zen Group (2025-02 – Present)

• Served as a key point of contact for customers, addressing questions, resolving concerns, and providing personalized assistance throughout the purchasing journey.
• Handled customer complaints and service issues with a solutions-oriented approach, working to resolve concerns efficiently while maintaining a positive customer experience.
• Coordinated and supported team members in daily activities, helping prioritize tasks and maintain high standards of customer service.
• Assisted with onboarding and coaching team members on customer interaction, product knowledge, sales processes, and branch procedures.
• Coordinated with other teams and management to address operational and customer-related issues.
• Maintained accurate product and inventory information and supported stock-related activities to ensure customers could receive timely and accurate assistance.

Customer Support Specialist at Artzmen. (2023-04 – Present)

• Supported buyers and sellers through digital channels, resolving account, order, payment, and marketplace-related issues.
• Investigated customer cases to identify issues and provide accurate and timely resolutions.
• Escalated complex cases to relevant internal teams and followed up until resolution.
• Documented customer interactions, case details, and resolutions using internal support systems.
• Reported recurring issues and customer feedback to help improve support processes and the marketplace experience.

Master's Degree in Water Sciences and Technologies – University of Gabès - ISSTEG

Bachelor's Degree in Water Sciences and Technologies – University of Gabès - ISSTEG