Customer Service Supervisor

OPEX Egypt - Heliopolis, Cairo

232
Applicants for
1 open position
193
Seen
5
Shortlisted
26
Rejected
Experience Needed:
5 to 9 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
Negotiable
Languages:
English
Vacancies:
1 open position
About the Job

Main Duties:

  • Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants
  • Monitoring the team’s performance and ensures customers are satisfied.
  • Supporting the team by coaching them how to perform the tasks.
  • Handling major incidents that cannot be resolved by agents
  • Plans, prepares, and devises work schedules, according to workloads and new projects.
  • Train agents on how to adequately address problem over the phone and how to write correspondence
  • Rewarding and disciplining employees by appraising their performance
  • Keeping accurate records of discussions or correspondence with customers
  • Analyzing statistics or other data to determine the level of customer service your organization is providing.
  • Implementing production, productivity, quality, and customer-service standards.
  • Resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
  • Advises of potential performance concerns and recommends solutions
  • Ensure regular engagement with Operations and Support Teams and build a strong network
  • Set KPI targets for the local projects on monthly basis & suggest reports’ templates to facilitate work-flow.
Job Requirements
  • Excellent English Language
  • At least 3 years’ experience as a team leader
  • Brilliant communication and interpersonal skills, for dealing with many types of people at all levels.
  • Positive, confident and determined approach.
About this Company

OPEX is offering a whole new level of advanced delivery services, bringing the most advanced technology through cutting-edge solutions that enable us to deliver more than just on-time shipments to our customers
A web-based, comprehensive account management solution that... (More)

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