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Job Description
- Guide, supervise and monitor a team of Call Center agents in terms of operations and CRM,
- Providing accurate information in response to inquiries about products and services, making bookings,
- Identifying and resolving problems and customer complaints,
- Preparing and executing action plans; to drive the teams to achieve objectives by maximizing booking requests and enhancing customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures
- Develop and implement customer service policies and procedures
- Define and communicate customer service standards
- Oversee the achievement and maintenance of agreed customer service levels and standards
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department
- Review customer complaints and Handle It
- Track customer complaint resolution
- Handle complex and escalated customer service issues
- Evaluate and manage staff performance
- Identify and address staff training and coaching needs
Job Requirements
- Excellent communication and problem solving skills.
- Ability to work under pressure and to handle many tasks at a time.
- Well-organized and detail oriented.
- Hard worker, team work player & dynamic.
- Experience in the Customer Service field is a must.
- Has experience in E - Commerce
- Capable of using technology systems and tools such as Microsoft Office.
- V.Good in English & Arabic Languages
