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Customer Care Section Head

Heliopolis, Cairo
Posted 6 years ago
300Applicants for1 open position
  • 103Viewed
  • 36In Consideration
  • 62Not Selected
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Job Details

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Job Description

  • Develop and set annual budget to estimate all expenses for Customer Service and monitoring the budget along the year to ensure all expenses are within the budget and availing services and facilities required.
  • Hire, train, coach, motivate, & evaluate staff to ensure proper proficiency.
  • Analyze received problems from customers to ensure proper level of satisfaction and prevent occurring those problems again.
  • Follow up on work operation to ensure alignment with work process to ensure smooth work operation.
  • Ensure CRM system and activities are functioning properly and report in case of any issue occurred.
  • Manage and analyze CRM results to ensure customer satisfaction.
  • Manage Stopped customer activities to ensure satisfied customer.
  • Manage and analyze the satisfaction survey operations to ensure efficient results.
  • Manage and review the escalation process to ensure customer satisfaction.
  • Manage the coding process to ensure accurate data when required.
  • Conduct customer satisfaction analysis to verify problems and recommend methods to solve those problems in a proper way to ensure satisfaction.
  • Coordinate between cross functions to ensure that customers complains are handled & directed correctly.
  • Develop all needed reports to be submitted to the direct manager.

Job Requirements

  • University degree in any discipline.
  • 8-10 years of relevant experience in customer service, is preferable with three years in a managerial position.
  • Very good command of English language spoken and written & computer literacy.
  • Ability to work under pressure and deadlines.
  • Customer focus and able to resolve escalated issues.
  • Excellent organization and time management skills, well disciplined.
  • Excellent Leadership skills.
  • Excellent communication and negotiation skills.

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