Customer Care Manager

Edfa3ly - Sheraton, Cairo

Applicants for
1 open position
Experience Needed:
More than 5 years
Career Level:
Job Type:
Full Time
Education Level:
Bachelor's Degree at least
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.

Edfa3ly... (More)

See all Careers and Jobs at Edfa3ly
Signup for an employer account and Post your Jobs!