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Job Description
- Responsible for contribution for maintaining customers, improving the quality of service provided and supervising the performance development of solution center agents to achieve the agreed objectives.
- Contributes for maintaining the service level provided by the call center and agreed upon to achieve the best customer service.
- Communicates with the various departments of the company if necessary to ensure that the best customer service is provided as quickly as possible.
- Monitors the calls quality with customers to achieve the highest level of service provided.
- Monitors all call center activities and performance indicators periodically by using workforce monitoring systems with immediate action to develop service level.
- Communicates with customers in case of escalation of the complaint in order to provide the highest level of service provided and maintain customer satisfaction.
Job Requirements
- Bachelor's degree in any relevant field.
- +4 years of experience in call center field.
- Good command in spoken and written English
- Good knowledge of MS Office, SAP and CRM.
- Customer-oriented and problem-solver mindset.
- Excellent organizational and time-management skills.
- Very good leadership skills.
- Very good communication skills.
