Customer Service Manager
Amideast -
Dokki, GizaPosted 3 years ago460Applicants for1 open position
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- 0In Consideration
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Job Details
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Job Description
- Develop and implement strategies useful in improving customer relationship, dedication, and satisfaction.
- Oversee the hiring, orienting, and training of an organization’s customer service team
- Define and implement standards/procedures for ensuring optimal customer experience
- Conduct surveys to gather information on customer opinion of rendered services
- Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
- Supervise the activities of customer service team to ensure their interaction with customers reflect positively on the Amideast
- Establish communication mediums through which customers can readily contact a Amideast and vice versa
- Oversee the transformation process of all customer service processes to be a highly proficient customer-focused department
- Integrate customer relationship management (CRM) and financial data with social media data in order to maintain a consolidated customer account.
- Liaise with the organization’s marketing, sales and business drivers to analyze customer feedback and develop programs effective for improved customer experience.
- Monitor the activities of customer service staff in Cairo & Alexandria offices to ensure compliance with set standards of courtesy and professionalism.
- Utilize CLM and CRM tools in enhancing customer loyalty and relationship management on work progress, as well as recommendations on steps necessary for improvement.
- Conduct research to identify more personalized methods of our provided services in terms of marketing/sales.
- Prepare and manage annual budgets in achieving set objectives and goals • Organize training programs for customer service employees in Egypt office, in order to update their job knowledge and enhance their skills
- Attend seminars, workshops, and conferences to improve on existing job knowledge
- Conduct performance review for direct staff and oversee the process of the department
- Monitor the accuracy of the registration process on the CRM system;
- Provide hands in case of peak times, with regards to Customer Service operations including system registration and payment for all AMIDEAST services.
- Prepare the required statistical reports which are used in the sales meetings, senior staff meetings, departmental updates, etc.;
- Promote and cross-sell AMIDEAST services through the daily interaction with customers to achieve assigned department targets.
- Prepare other departmental reports as requested from the Assistant Country Director.
- Analyze customer trends based on verifiable walk-in and call-in customer statistics, and allocate staffing resources accordingly; and call center staff, address performance deficiencies, and arrange for professional training, as required;
- Work closely with the Marketing department to ensure all CS materials are updated.
- Follow up with other departments on any new services or updates to guarantee that customers receive the accurate and the most updated information;
- Develop and implement strategies useful in improving customer relationship, dedication, and satisfaction.
- Define and implement standards/procedures for ensuring optimal customer experience
- Set Department Business plan and targets on annual basis in line with the organization Strategy.
- Manage the transformation process of all customer service processes to be a highly proficient customer-focused department
- Manage the data collection, analysis and interpretation of customer interactions data to identify requirements and information useful in optimizing customer experience by the CS supervisor.
- Report to the Assistant Country Assist Director re the Customer Service daily operations for Egypt office to ensure the proper handling and delivery of high quality customer service to clients.
- Organize projects and initiatives that enlighten AMIDEAST staff on the associated benefits/consequences of their decisions on customer experience and on AMIDEAST profits.
- Perform other tasks as assigned by the Assistant Country Director for Programs
- Ensure the achievement of the department’s monthly sales target
Job Requirements
- A university degree in business administration or a related field;
- A minimum of 10 years of professional work experience directly involved in business, customer service and marketing;
- Certification Courses in Customer Relation Management (CRM) and Customer Retention and Satisfaction;
- Excellent spoken and written English language proficiency;
- Proficiency in the Microsoft Windows environment, specifically Microsoft Word, Excel, Access, Outlook and efficient typing skills
