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Customer Care & Communication Section Head

EGYGAB Developments
Heliopolis, Cairo
Posted 4 years ago
196Applicants for1 open position
  • 61Viewed
  • 3In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Reports complex issues and customer complaints to Line Manager and proposes Recommendations for improvement.
  • Deal with Management cases and VIP customers as assigned by the reporting Manager and Ensures they are dealt with in a timely fashion.
  • Addresses internal issues, if any, with other departments, which have impact on customer service and satisfaction levels and resolves them.
  • Improve customer service experience, initiate engaged customers activities and surveys.
  • Develop and improve customer communications content and events.
  • Assists Line Manager in updating policies & procedures, objectives, KPIs, actions plans and take part in continual improvement process
  • Ensure that customer care transaction/ correspondence is accurately recorded and documented
  • Conducts meetings with customer care team to identify areas for improvement and critical issues
  • Coordinates with inter-departments on pending cases related to Customer care related transactions
  • Assists the team in handling difficult customers and ensures they are dealt with in a timely fashion
  • Supervise and delegates work with clear work instructions and provides performance feedback to team members
  • Assist and direct team to cross-sell additional package /service to existing customers and upgrade size
  • Works on special projects that are required by the Line Manager
  • Ensure department transactions reports are updated and is submitted to Line Manager or any other required departments on timely basis
  • Prepares any reports/emails that are required by the Line Manager

Job Requirements

  • Experience in customer interface 6 : 8 years (Real-Estate experience not less than 3 years )
  • Ability to analyze processes and information, identify problems and trends, and develop effective solutions.
  • Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills.
  • Time and project management skills.

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