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Customer Care Supervisor

Talabat
Maadi, Cairo
Posted 4 years ago
499Applicants for6 open positions
  • 410Viewed
  • 96In Consideration
  • 275Not Selected
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Job Details

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Job Description

  • Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants
  • Monitoring the team’s performance and ensures customers are satisfied.
  • Supporting the team by coaching them how to perform the tasks.
  • Handling major incidents that cannot be resolved by agents
  • Plans, prepares, and devises work schedules, according to workloads and new projects.
  • Train agents on how to adequately address problem over the phone and how to write correspondence
  • Rewarding and disciplining employees by appraising their performance
  • Keeping accurate records of discussions or correspondence with customers
  • Analyzing statistics or other data to determine the level of customer service your organisation is providing.
  • Implementing production, productivity, quality, and customer-service standards.
  • Advises of potential performance concerns and recommends solutions
  • Ensure regular engagement with Operations and Support Teams and build a strong network
  • Set KPI targets for the local projects on monthly basis & suggest reports’ templates to facilitate workflow.

Job Requirements

  • You have at least one year of experience in supervising teams or 3 to 5 years as a Leader
  • You are fluent when it comes to communicating in English language verbally and written
  • You are highly motivated to own projects work independently
  • It is an easy thing for you to read and evaluate reports
  • You speak a data-driven language when it comes to managing the business
  • You are able to align the business needs and the team member’s wishes
  • You are capable of using Microsoft Office products

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