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Customer Care Team Leader

Property Finder Group - Cairo, EgyptPosted 2 months ago
279Applicants for2 open positions
  • 100Viewed
  • 15In Consideration
  • 82Not Selected
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Job Details

Experience Needed:
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Job Description

  • Assist clients over the phone and respond to the support tickets promptly within the service level agreed time and in a professional manner
  • Answer the support phone within 2 rings with correct PF greeting
  • When transferring the call, brief your colleagues about the caller’s request before transferring
  • Conduct onboarding calls for new clients and re-engagement calls for clients due for renewal.
  • Build a good rapport with the customer and understand their needs
  • Listen, ask clarifying questions, identify the customer enquiries and answer them promptly
  • For non technical issues, determine a solution and carry it out promptly with the customer
  • For technical issues, diagnose the problem the customer is facing and escalate to the technical team in UAE
  • Validate solutions provided by the technical team before communicating with the client
  • Report to the team manager on any issue which requires further action
  • Communicate clearly with the client on time frames and solutions, being careful not to over-promise, and follow up with client when required
  • Assist with internal processes and share insights and solutions amongst the team to help increase knowledge of the team
  • All inbound and outbound client communication is updated in Salesforce with notes of each contact point
  • Refer all opportunities for upsell to the Account Manager in a timely manner via Salesforce
  • Communicate with clients to receive full briefing document for campaigns
  • Liaise with the marketing team to execute all campaigns and check campaigns performance
  • Provide leads analysis from campaigns for clients
  • Client activation and setup of myCRM

Job Requirements

  • Have a minimum of 4 years of customer service experience
  • Have excellent verbal and written communication skills,
  • Great time management skills are essential
  • Customer-oriented
  • Be highly computer literate, adept at excel & PowerPoint.
  • English fluency is an advantage
  • Problem-solving

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