Customer Service Lead
ariika -
Obour City, CairoPosted 5 years ago143Applicants for1 open position
- 42Viewed
- 0In Consideration
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Job Details
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Job Description
- Supervise over the Communication with customers though any social media channel (including; chat, email, Facebook, Instagram and what’s app) or Phone calls (including; inbound and outbound calls).
- Responsible for answering all customers’ inquiries by clarifying desired information and provide the support needed.
- Supervise over the up-selling and cross selling rates by the customer service team and wok on enhancing the record.
- Handle any escalations and work on lowering escalation record though team’s coaching and training.
- Follow up with the team to make sure orders’ status are being updated on Odoo system.
- Manage and keep track of failed, cancelled and pending calls and tacking corrective actions for improvement.
- Build sustainable relationship and engage customers by taking the extra mile to insure overall customer satisfaction.
- Prepare high level reporting on the departments’ performance and areas of development.
- Responsible for coaching, motivating and enhancing the learning curve of the customer service team.
Job Requirements
- 3 years in customer service.
- Experience in call center services industry is a must.
- 1 year min as a team leader.
- Fluent in English language (verbal & written)
