Customer Service Team Lead

Zumra Food -
Nasr City, Cairo

Zumra Food -
Nasr City, Cairoposted 1 month ago

Job Details

Experience Needed:

Career Level:

Education Level:

Salary:

Job Categories:

Supervise, coach, and mentor a team of customer service representatives to ensure excellent customer service
Monitor team and individual performance metrics, identify areas for improvement, and implement strategies to enhance productivity and customer satisfaction
Develop and deliver training programs to upskill team members and keep them informed of product/service updates
Troubleshoot complex customer issues and provide guidance to team members on handling difficult scenarios
Collaborate with other departments to share customer feedback and work towards process improvements
Maintain detailed records of customer interactions, team performance, and other relevant data
Assist with hiring, onboarding, and scheduling of customer service team members
Identify opportunities for process improvements and implementation of new customer service initiatives
Promote a positive, collaborative work environment and foster a customer-centric culture

Bachelor's degree
Excellent communication and interpersonal skills
3+ years of experience in a customer service or contact center environment, with at least 2 years in a leadership or supervisory role
Strong communication, interpersonal, and problem-solving skills
Demonstrated ability to manage, motivate, and develop a team effectively
Excellent customer service orientation and conflict resolution skills
Excellent command of the English language
Proficiency in using customer service software, CRM systems, and other relevant technology