Customer Care Manager

Edfa3ly - Sheraton, Cairo

168
Applicants for
1 open position
88
Seen
20
Shortlisted
68
Rejected
Experience Needed:
More than 5 years
Career Level:
Manager
Job Type:
Full Time
Salary:
Negotiable
Education Level:
Bachelor's Degree at least
Languages:
English
Vacancies:
1 open position
About the Job
  • Develop & implement Customer Services strategies to ensure optimum levels of customer service & support long & short-term business plans.
  • Ensuring that service level and customer satisfaction are maintained to the highest standard.
  • Design Customer Satisfaction measurement projects to develop key initiatives & solutions for specific Customer Service Gaps.
  • To embrace and achieve our mission to deliver a timely, accurate, and professional customer experience.
  • Developing and implementing the policies and procedures to the department.
  • Handled all types of customer complaints offering effective solutions.
  • Create compensation packages for use with unsatisfied customers.
  • Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.
  • Responsible for assisting, training & monitoring all frontline employees - to improve the quality of the Customer Service.
  • review and monitor and direct team performance and provide necessary coaching to ensure all sales, customer service, call handling and financial objectives are met.
  • Provide direction and motivation to staff.
  • Prepared reports on employee’s performance in customer service for continuous improvement & development
  • Develop effective reporting mechanisms to capture key performance standards.
  • Implement high-quality standards of Customer Service for customers through exceeding all KPI’s threshold.
  • Accountable for directing workflow to ensure efficiency; plan, schedule, and coordinate team activities as to achieve the volume required to meet demand while operating within the parameters of available resources and budgeted targets.
  • Analyzing statistics or other data to determine the level of customer service your organization is providing.
  • Keeping accurate records of discussions or correspondence with customers.
Job Requirements
  • Minimum of 5 years of experience in a customer service environment, with at least 2 years in a Team Leader role.
  • Previous e-commerce experience would be an added advantage.
  • Customer care experience is a must.
  • Fluency in English is a MUST written and spoken.
  • Excellent verbal and written communication skills
  • Have the ability to work under pressure and toward targets
  • Flexibility within working hours
  • Great commercial awareness
  • Able to demonstrate a proven track record of achievement and management in business development.
  • Exhibits excellent judgment
  • Is able to dive deep and is never out of touch with the details of the business or the technology
  • Expects and requires innovation of her/ his department
About this Company

Edfa3ly is an automated personal shopper service which allows the customers to know pre-ordering the exact cost for any product worldwide to be shipped to their door step and pay using their local payment methods currently delivering to the middle east.

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