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Job Description
- Monitor and evaluate monthly agent performance, review productivity and attendance reports, and coach staff members to improve performance.
- Ensure that customers’ questions and problems are resolved properly and quickly.
- Report, analyze and resolve system, customer, and operational issues that impact service quality. Strive to provide all customers with outstanding customer experience.
- Stay informed of all new products and services and ensure that agents are properly trained to handle questions about any of them.
- Follow up day-to-day on the team to make sure that they follow the right process and procedures.
- Generate clients’ reports and send them on time.
- Review KPIs, supporting metrics, and daily reports to effectively coach and manage the team
- Work with the management team to identify and deliver positive change and business efficiencies
- Build a good relationship between all departments
- Other duties as assigned
Job Requirements
- Bachelors degree in business administration or pharmacy
- 4-6 years experience in customer support
- Proficiency in Microsoft office
- System user
- Oral and written communication skills
- Leadership skills
- Problem solver
- Team Player
- Strong attention to detail
- Positive attitude, customer-oriented with organizational skills, and ability to multitask and work under pressure.
- Strong time- management, and communication skills.
- Candidates free to join immediately are highly preferred. (No Notice period needed)
- Perfect English & Arabic writing & Speaking skills
