Customer Care Manager
Edfa3ly -
Sheraton, CairoPosted 6 years ago268Applicants for1 open position
- 255Viewed
- 32In Consideration
- 222Not Selected
Job Details
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Job Description
- 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
