Customer Support Supervisor

Onecard -
Cairo, EgyptPosted 10 years ago

272Applicants for1 open position

Job Details

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Managing the support center according to the highest level standard, to ensure delivering best customer service, an reach the desirable measure,
Lead the team to serve, promote all products, and delivering results to the top management
Contributes to the development and maintenance of standards, policies and procedures regarding customer service
Act as An issue -centric customer service role model to the team that resolves issues on a case-by-case basis
Supports/participates in the organization’s Continuous Improvement Program

Experience 5-9 Years in customer support
Reviewing all pending tickets
Quality observation
Assigning the daily tasks.
Ensuring team efficiency , and productivity
Team development, and technical skills enhancement.
Reviewing all the agents’ pending tasks
Reviewing the daily reports to ensure no backlog remains.
Responsible for detailed knowledge of operation work flow, troubleshooting and resolution of customer issues and concerns.
Ensure excellent customer service is being provided by whole team members to all customers, both internal & external.
Handle changes in policies and plan for a smart customer inquires resolution considering these changes
Directly interface with customers and handle follow up calls or escalations when required.
Contact Behavioral based interviewing questions based on agent skills needs.
Male